SLAs and Priority MAtrix

Hi TDX!

We defined SLAs and are going to apply them to Services via automation rules as phase 1. However, we want to begin working on the priority matrix. What would be the best practice regarding the priority matrix and SLAs. I know we can tie them together via automation rules when tickets come in. However, should they be tied together with automation such that if the priorty matrix ( Urgency and Impact ) changes the SLA also changes at any point? 

Should it be thought of like the following:

SLAs are what we are holding ourselves to

The priority matrix is the severity of the issue from the user's perspective

Tags sla priority matrix
Asked by Michael Rodriguez on Tue 6/18/24 11:57 AM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Tue 6/18/24 2:23 PM

Hi Michael, 

It really depends on how you plan to setup your forms. When utilizing the priority matrix on a form, all three attributes (Impact, Urgency, Priority) must be present and Priority must be editable or editable and required on the form for the process to work. For example if you only provide Impact and Urgency as editable fields on the form then Priority will not be automatically set.

If you plan to have these hidden for the client portal with default values supplied, then it'd be better to use automation rules instead of the matrix. 

Best,
Brittany Renn
TDX Support

No feedback
We plan to have them visible. How do we make it so depending on what the user in the form selects it alters the SLA? I do not see a mechanism in Admin that links the Priority, Urgency, or Impact to SLAs. - Michael Rodriguez Tue 6/18/24 2:56 PM
You'd need to create automation rules based on the Priority. Most likely, you'll need to have one automation rule for each Priority and then set the action on the automation rule to assign the corresponding SLA. - Brittany Renn Tue 6/18/24 3:01 PM
Right but that will only happen when the ticket is created. Let say someone wants to bump up the SLA via the priority matrix fields after the ticket is established. - Michael Rodriguez Tue 6/18/24 3:04 PM
Unfortunately changing the ticket's priority does not cause the SLA to automatically change, no. You would have to manually change the SLA as a second action from the ticket's Actions menu. - Brittany Renn Tue 6/18/24 3:52 PM
Hi Brittany...one last question. All 3 on the form with Impact and Urgency required and Priority editable but not required is a good method? Also does Impact + Urgency = Priority? Did
I understand the priority matrix in Admin correctly? - Michael Rodriguez Wed 6/19/24 11:15 AM
Yes, that is correct. As long as the Priority is editable, you should be good to go. - Brittany Renn Thu 6/20/24 10:13 AM
Hi, I know it's been a couple months but we are trying out a priority matrix as well. However, we don't want Priority to be editable as we don't want the users to change it. If we put all three on as editable, will the matrix set the priority regardless of what is entered as the priority by the user in the client portal? Thanks, and let me know if I should just open another ticket. - John Adams Fri 8/23/24 11:25 AM
Hi John,
What we ended up doing is hiding the Priority, and making it available to the technicians only. Impact and Urgency are available to the Requestors. Impact and Urgency still alters the Priority even if it is hidden from Requesters. - Michael Rodriguez Fri 8/23/24 11:39 AM
Excellent, that is good news. Thanks - John Adams Fri 8/23/24 11:55 AM