3/28/2023 0 Comments Help desk priority matrixIn example above, the urgency level Low will not be proposed to requester and the impact level High will not be proposed to the technician. Priority Matrix Round Robin 1 Free Custom SSL Integrated Game Mechanics. To disable a level, this level must be set to No. Email ticketing system : Point your support email address to HappyFox support. This action allows to ease declaration of an incident and its processing. The key is to communicate with the person making the request to assure them that you’re treating their request as a priority and that you’ll be working on it right away. Knowing that the order of items processing by technicians is based on priority, it is possible to select the different levels of urgency, impact or priorities that will be used in the help desk and to disable some of them. This predefined matrix can be modified in tab Assistance of menu Setup > General (see Configure general parameters. GLPI provides a default predefined matrix which corresponds to standard cases. Support Tracker maps to your help desk matrix, with multiple category and priority profiles that can dictate routing. During this time the Help Desk will be staffed with a minimum of X people. and 5:00 p.m., Monday through Friday, except holidays. If youre following ITIL you should be getting your priority level as a combination of impact and urgency like this. Services will be provided between the hours of 8:00 a.m. Its impact criterion is based on a number of users. Your priority matrix should be defined in such a way that underpins the business process, function or system that youre trying to support. A matrix is then used to compute the priority associated to the item of the help desk (ticket, problem or change) as a function of both urgency and impact. Use the following matrix as a sample to help you in establishing your own priority derivation Matrix. ITIL best practices separate urgency (as defined by the user) from incident impact (a user, a service, a functionality…) which is usually set by the technician. This matrix is common to all help desk items (tickets, problems and changes) and can be parameterized in tab Assistance of menu Setup > General.
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