Adding Priority, Impact, and Urgency Values

Use this procedure to add new Priority, Impact, or Urgency values in a priority matrix.

1. Go to Open menu and select System Configuration > Platform Configuration > Domains
2. To add a new IMPACT numeric value, add a new row to the TICKETIMPACT domain
3. To add a new URGENCY numeric value, add a new row to the TICKETURGENCY domain
4. To add a new PRIORITY numeric value, add a new row to the TICKETPRIORITY domain
5. Go to Open menu and select Service Desk > Priority Matrix
6. Add a new row and fill in the fields with the data created in steps 2-4
7. Click the Save access to Priority icon.

   When you save the matrix, all rows that were marked for deletion are deleted.