Priority Matrix
  • 27 Sep 2023
  • 4 Minutes to read
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Priority Matrix

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  • PDF

Article Summary

Service Record Priorities page

The Priorities page allows you to specify certain conditions under which a Service Record will receive a Priority. If no Priority is defined, the SR will use its Template's Priority.

Priority Rules can be defined by:

  • Agreement: Determined by Request User
  • Company: Determined by Request User
  • Department (e.g. Finance): Can be modified from Settings > Customize > Customized Lists
  • Individual User (e.g. CEO)
  • Asset Group (e.g. servers): Can be configured under Asset Management
  • Individual Asset (e.g. Mail Server)
  • Main CI
  • Priority Matrix (Automatically calculated Priority)

Remember to click Save at the bottom of the page after making changes.

Note: You can use the agreement drop-down filter to view priority rules for all agreements or for only one agreement.

Audit Trail Prompt

If the option Require audit trail for manual priority changes is checked, Admins who manually change a Service Record's Priority are required to provide a reason (via text input field) for the change, which will be recorded in the Service Record History log. 

Priority Rules Apply Method

The Priority Rules on this page are applied using one of two ways:

Highest Matching Priority

All Priority Rules are evaluated and the highest applicable Priority is chosen automatically.

(Highest Priority is defined as the list entry with the lowest key value under Settings > Customize > Lists (Priority list). Therefore, a Priority with Key value 2 is higher than a priority with Key value 4.)

Highest Matching Priority: Example
An SR is defined as
  • Impact: Low
  • Urgency: Normal
  • Priority: Low

The SR is attached to a CI (Priority: Normal) and the Request User's Service Records always receive Highest Priority. Of the three Priority Rules that apply to the SR, Priority is defined as "Highest", because it's the highest Priority that applies.

First Match Holds

Priority Rules run in descending order: 

  1. The top two tables on the page take precedence over CI Priority
  2. CI Priority takes precedence over the Priority Matrix. 

Once any of the priority rules has been applied, all other priority rules are ignored.

Example : An SR has Impact = Medium and Urgency = Urgent, so the Priority = High. The same SR is attached to a CI with priority Normal. Because CI is evaluated before the priority matrix, the priority of the SR is Normal.

First Match Holds: Example
An SR is defined as
  • Impact: Medium
  • Urgency: Urgent
  • Priority: High

The SR is attached to a CI (Priority: Normal)

CI is evaluated before the Priority Matrix, so Priority is defined as "Normal"

Creating and editing priority rules

To create a new priority rule:

  1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
  2. Select the trigger for the rule (refer to list above for your choices).
    • To select an individual user, click the ellipses icon under the user field.
    • This opens the select user screen, allowing you to choose a user.
  3. Select the desired priority. See customized lists for setting up your priorities. See below for an explanation of priority = urgency and similar options.
  4. Click Add at the end of the row.

To modify a rule:

  1. Click SharedimagesEditrowiconEditrowicon3.jpg. The line you are modifying becomes active allowing you to make changes, and the icons change to Save and Cancel.
  2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.

To delete a rule, click SharedimagesDeleterowiconDeleterowicon1.jpg. Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.

Priority = Urgency, etc.

When setting up priority rules, you have the option to choose Priority = Urgency, Priority = Urgency + 1 , Priority = Urgency -1, etc. As you remember, urgency is chosen by the end user, so selecting one of these options means that the priority is also be determined by the end user. Keep in mind that Priority = Urgency + 1 will result in a priority which is lower than urgency, and Priority = Urgency -1 will result in a priority which is higher than urgency. Refer to the charts below for a visual representation of your options.

Priority = Urgency 

Priority = Urgency + 1

(priority is lower than urgency)


Priority = Urgency - 1

(priority is higher than urgency)

Urgency Priority Urgency=Priority Urgency=Priority
Urgent=Highest Urgent=Very High Urgent=Highest
Very High=Very High Very High=High Very High=Highest
High=High High=Normal High=Very High
Normal=Normal Normal=Low Normal=High
Low=Low Low=Low Low=Normal

Derive Main CI Priority

If this box is checked, the SR receives the priority of the SR's Main CI. Note that subsequently changing the priority of a CI does not automatically update all SRs connected to it.

Using the Priority Matrix

When you set an Impact and Urgency for a new service record, the Priority Matrix will automatically calculate a Priority for that service record. The predefined Priority Matrix that comes with SysAid covers all possible combinations of Impact and Urgency (for the default values of Impanct and Urgency). A service record must match all criteria on a given line in order to receive the specified priority.

To enable the Priortiy Matrix, check the Enable Priority Matrix box. For instructions for editing the priority matrix, please refer to the instructions above for creating and editing priority rules.


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