Hello Juan actually as you change impact you will see priority changing to corresponding value according to the matrix, but if you change priority manually it will be set to the value you gave to it and it will stop being changed automatically when you change impact El 17/01/2012 06:03, "Juan Manuel Clavero Almirón" <juanm.clav...@ibsalut.es> escribió:
> Hi,**** > > Thanks for your answer. What you say is, more or less, what I understand. > **** > > So, my question is: Why does OTRS asks for Impact _*and*_ for Priority > when you create a ticket (AgentTicketEmail)? Is the Priority field ignored > and the Tickedt Priority set as a function of Criticality and Impact?**** > > ** ** > > *Juan Clavero Almirón*** > > ** ** > > *De:* Leonardo Certuche [mailto:leonardo.certu...@itconsultores.com.co] > *Enviado el:* lunes, 16 de enero de 2012 16:01 > *Para:* User questions and discussions about OTRS. > *Asunto:* Re: [otrs] problems with Criticality – Impact – Priority matrix* > *** > > ** ** > > Hello, > > Each service has a Criticality associated, that's the Urgency of a ticket > Every time you create a ticket, you're supposed to define the Impact of it > Depending on those two values, a Priority is set from the Matrix. > > I hope this little explanation clarifies your doubt > > Leonardo Certuche > www.itconsultores.com.co > Medellín, Colombia > > > **** > > On 16 January 2012 09:39, Juan Manuel Clavero Almirón < > juanm.clav...@ibsalut.es> wrote:**** > > Hello,**** > > We use OTRS::ITSM and I don’t understand the Criticality – Impact – > Priority matrix. I’ll try to explain what I understood so you can see my > errors:**** > > **** > > I understand that there are 2 variables: Impact, due to the service, and > Criticality, due to the incident. I can have an Incident with high Impact > and low Criticality (e.g., a broken webserver that won’t make the correct > salutation to my clients) and an Incident with low Impact and high > Criticality (e.g., a server, that only our less important employee uses, is > broken and doesn’t work at all). This way, you can get the Priority of an > Incident as a combination of Impact and Criticality.**** > > **** > > But, in the AgentTicketEmail, OTRS asks for the Impact and for the > Priority. Is then Criticality a combination of Impact and Priority? Is > Priority a misstranslation of Criticality? **** > > **** > > Can anyone explain the Criticality – Impact – Priority Matrix to me?**** > > **** > > *Juan Clavero Almirón***** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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