Introduction

In Service Desk, efficiently handling tickets—whether incidents, requests, or problems is essential for maintaining smooth business operations. To help teams prioritize and respond to issues appropriately, each ticket is assessed based on two key factors: Business Impact and Urgency.

These attributes provide context on how severely an issue affects the organization and how quickly it needs to be resolved. By assigning appropriate values to Impact and Urgency, the system can automatically calculate the Priority, ensuring that critical issues are addressed first and resources are allocated effectively.

  • Business Impact - Refers to the scope and severity of the issue’s effect on the organization.
  • Urgency - Indicates how quickly a resolution is required, based on the time sensitivity of the issue.

Understanding how Business Impacts and Urgencies work helps you to streamline support processes and deliver timely service.

To create business impacts and urgencies:

  1. Navigate to Business Impacts and Urgencies under Configuration section.
    You will be presented with BUSINESS IMPACTS and URGENCIES tabs.

  2. Click the relevant Entity tab to access the form where you want to add custom fields.

  3. Click + ADD on the entity tab.
    When you click + ADD under the Business Impact tab, the Add Business Impact screen appears. Similarly, clicking + ADD under the Urgencies tab opens the Add Urgencies screen.

  4. Once all details are filled in, click ADD to add the business impacts or urgencies.