Configuring the priority and urgency for your SLA targets

In this recipe, we will provide the steps to configure the priority and urgency settings in SCSM. The example we will use for the configuration is an organization with Priority 1 to 5 SLAs.

Getting ready

The input required for this task is a table with the values for calculating the matrix.

The following table is an example of a five priority matrix:

How to do it...You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

The following steps will guide you through the process of configuring the priority and urgency for your SLA targets:

1. Navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks.

2. Select the Priority Calculation tab on the left and fill the settings in using the Priority Calculation matrix table:

   

3. Click on OK to confirm the priority calculation settings.

How it works...

The priority...