Don't know which priority option is correct for your request? Use this matrix to help you determine the best fit.
A Priority Matrix (also known as the Impact-Urgency matrix) is used to automatically assign a priority to an incident. The priority for an incident is set based on the Impact and Urgency of the event.
Urgency - A measure of how quickly a ticket should be resolved.
Impact - Impact refers to the business impact.
Business impact normally refers to the following:
Financial losses
Productivity losses
Loss of reputation
Regulatory or legislative breaches