Ticket Prioritization Guideline

Ticket Priority is a value given to an Incident, Problem or Change to indicate its relative importance in order to ensure the appropriate allocation of resources and to determine the time frame within which the action is required. Priority is based upon evaluation of business impact and urgency.

• Impact is a measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected.

• Urgency is a measure of business criticality of an Incident, Problem or Change where there is an effect upon business deadlines.

In standard Valuemation, Impact and Urgency are used to assign priority to Incidents and Problems. Valuemation flexibility, however, makes it possible to customize Priority allocation to be influenced by any other attributes. It uses the Ticket Service Parameter object type to derive priority-relevant attributes (Priority, Response Time, Resolution Time) from Impact and Urgency.

Ticket Service Parameter

For existing Ticket Service Parameters, go to the Ticket Service Parameter catalog in the Incident / Problem Management or Change Management section of the Valuemation Administration business view.

Each Ticket Service Parameters represents a "prescription" for ticket handling based on certain key attributes. For example, 'Standard Prio 1 to 5' determine how tickets are handled on the basis of their Impact and Urgency.

In the image above, attributes relevant for this topic have the following meaning:

Ticket Service Type 'Standard Prio 1' is used with ticket fulfilling the specified Condition Ticket Rule (Impact = '1 Severe' and Urgency = '1 Critical' or '2 High'). For such tickets, Default Response Time value is automatically set to '1 hour', Default Resolution Time to '1 hour' and Priority to '1 Critical'.

Where:

• Default Response Time = Time to response after request was received
• Default Resolution Time = Time to solve the problem after request was received

In the ticket editor, this corresponds to the following actual situation:

If the user decided that ticket Impact is '2 high' rather than '1 Severe', the ticket would no longer fulfill the condition specified for 'Standard Prio 1'. Instead, it would meet the condition specified for 'Standard Prio 2':

Consequently, Priority would be set to '2 High' and the ticket would allow for slightly longer response and resolution times (2 and 4 hours, respectively).

Ticket Service Parameter can be set up to derive priority-relevant attributes in various ways. For example, standard 'Change Impact ...' Ticket Service Parameters take Change Risk Rating as their input. This corresponds to the following Condition Ticket Rule for e.g. 'Change Impact Major':

This Ticket Service Parameter then corresponds to the following priority-relevant attributes:

Note that in this case, Impact will be derived from the Ticket Service Parameter rather than entered by the user as in the previous examples.