Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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Table 9-3
Default priority, urgency, and impact values (continued)
Default values Setting
Defines the extent of the issue by specifying how many people are affected.
In the
Who is Affected?
option on the
Create a New Incident
page, the users can select from the
following values:
■
Single User
■
Entire Team or Group
■
Entire Department
■
Unsure
In the
Impact
option, the support technicians can select from the following values:
■
Department/LOB/Branch
(LOB means line of business)
■
Small group or VIP
■
Single User
Impact
Determines how the incident is routed and when it is escalated.
This setting is available on the advanced incident form only.
The default values are as follows:
■
Low
■
Minor
■
Normal
■
High
■
Urgent
■
Emergency
Priority
How the incident priority is calculated
When a user submits an incident, the incident is assigned a priority based on the
impact and the urgency that the user specified. This automatic calculation
eliminates guesswork and prevents the user from assigning a high priority to
every incident.
On the Create a New Incident page that the user sees, the option to specify the
impact is named Who is Affected?.
See “About the incident priority” on page 131.
Table 9-4 lists the priorities that result from combining the default impact and
urgency values. You can customize the values and the way that they combine to
arrive at the priority.
133 Configuring the ServiceDesk application
How the incident priority is calculated