A field or data element used on a ticket that signifies the level of criticality of the ticket as it relates to the affected part(s) of the organization. For example, Urgency might be “Critical” if it severely impacts a department. However, in an ITIL / Incident Management configuration, this is not necessarily the same as Priority. Rather, a Priority Matrix is used to map the Impact (who is affected) and the Urgency to a Priority.

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