ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Priority Matrix
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
The priority matrix helps you to determine the Priority automatically based on Impact and Urgency of
a request. Impact is listed in the y-axis, and Urgency list in the x-axis of the matrix. Priority Matrix
requires a one-time configuration by the Administrator.
Once you set the Priority for specific Impact and Urgency in the priority matrix, when a requester
selects a similar impact and urgency combination in the new request form, then the priority of the
request will be determined based on the matrix.
To set up Priority Martix,
1. Login to the ServiceDesk Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click the Helpdesk Customizer icon . The next page displays
the list of request form attributes that can be customized on the left menu and the category
list page.
4. Click Priority Matrix from the left menu. The next page displays priority matrix with impact list
in the y-axis and the urgency list in the x-axis.
5. From the Priority Matrix page, click the priority link against specific urgency and impact, this
opens the drop down box.
6. Select the corresponding priority from the list. The priority will be set for the particular Impact
and Urgency combination.
Example In priority matrix : If Impact is Affects Business and Urgency is High then Priority should
be High.
Result in request form : If requester/technician selects Affects Business for impact and
high for urgency in the request then, the priority field gets filled automatically and displays
as high.
ZOHO Corp. 330