Impact

Impact/Urgency of a Ticket describes the urgency of a Ticket.

The more users are affected by a Ticket, the more likely it is to have a high Impact. Assigning an Impact to a Ticket will be a result of applying Business Rules. This will reflect who is affected, how badly, whether there is a workaround, etc. The Impact is used to classify the Ticket and will often be used in Searching, Grouping and Sorting functions. It will also feature strongly in reports which may be generated about the Tickets.

Impact in Edit Mode

Open the Impact in Edit Mode by double-clicking on the highlighted Impact in the catalog or selecting the Edit Option. The Impact is displayed in the Edit Mode.

The following attributes are available:

• Impact/Urgency

  The name of the Impact term.

• Priority

  The priority associated with Tickets of this impact.

• Comment

  The second tab contains a Comment field for a more detailed description.