Explanations of Impact, Urgency and Priority in TeamDynamix

Environment

  • TeamDynamix tickets
  • Users of TeamDynamix (technicians), rather than customers/clients

Issue

Understanding the Impact, Urgency and Priority fields

Resolution

Set Impact based on the number of people affected:

  • Affects User: 1-2 people
  • Affects Group: 3-10 people; a team
  • Affects Department: 11-200 people; a department as we commonly know it; occupants of a specific building
  • Affects Organization: 201 or more people; University of Michigan; Michigan Medicine; LSA; All MiWorkspace users

Set Urgency based on how the issue is affecting people and their ability to complete their work:

  • High: Work is stopped
  • Medium: Work is impaired
  • Low: Work is not stopped or impaired

Refer to Priority as guidance for which tickets to work first

  • Priority is calculated from Impact and Urgency, per the table below
  • Technicians may manually override the calculated value for Priority, based on professional judgement
  • When manually overriding Priority, record the reason in the ticket

How Impact and Urgency Result in Priority

Impact

Urgency

Priority

Affects User

Low

Low

Affects User (Default)

Medium (Default)

Low (Default)

Affects User

High

Medium

Affects Group

Low

Medium

Affects Group

Medium

Medium

Affects Group

High

High

Affects Department

Low

Medium

Affects Department

Medium

High

Affects Department

High

High

Affects Organization

Low

Medium

Affects Organization

Medium

High

Affects Organization

High

Emergency

Additional Information

  • Forms can be configured to include or omit Impact and Urgency
  • ITS forms are generally configured to require Impact, Urgency, and Priority in the technician-facing interface

Details

Article ID: 1244
Created
Fri 5/1/20 1:18 PM
Modified
Tue 9/1/20 1:59 PM