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 any aspect of their work:

  • High: Some aspect of their work is stopped
    • The function in question cannot be completed
    • Work includes a wide variety of academic and administrative functions connected to the U-M missions
    • e.g. "I cannot enter grades," or "I cannot log in to pay my student's tuition" or "I can't get signed in to Canvas to take a quiz for class"
    • There is no computer available for a new director who starts tomorrow at 8am
  • Medium: Work is impaired
    • Impaired means the function can be completed but only in an abnormal or diminished way
    • Requires more time and effort than is normally needed
    • e.g. "The printer by my office is jammed" [particularly if there's a less convenient one available] or "I can only find the Canvas quiz when I sign into an Incognito page"
  • Low: Work is not stopped or impaired
    • e.g "The font on this webpage is too large; I need to scroll around too much to read everything"

Refer to Priority as guidance for which tickets to work first

  • Priority is calculated from Impact and Urgency, per the table below
  • Technicians can 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
  • Note that Impact can apply to any aspect of a person's job; it does not need to be all the work they need to do today that is interrrupted.

For assistance, submit a request here: ITS-TeamDynamix Support.

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Details

Article ID: 1244
Created
Fri 5/1/20 1:18 PM
Modified
Tue 8/29/23 3:37 PM