Demand Management Configurations › Incident Categories › Set the Incident Category Priority

Set the Incident Category Priority

Use the incident priority matrix to escalate incidents based on impact and urgency. You can set the priority levels for the matrix. For example, low, medium, or high. The impact values are plotted against the urgency values. The intersection of every impact and urgency value becomes the incident priority.

When you save an existing incident, the incident priority is recalculated based on changes made to the incident priority matrix.

Follow these steps:

1. Open Administration, and from Data Administration, and click Incidents.

   The setup page appears.

2. Click Priority Setup and select the incident priority for a given impact and urgency combination.
3. Save the changes.