This is the template we are following to determine the priority of an incident. It is dependent on both the urgency and the impact of an incident.
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And the final Priority is a result of combining the two into this matrix:
Impact | ||||
|---|---|---|---|---|
H | M | L | ||
Urgency | H | 1 | 2 | 3 |
M | 2 | 3 | 4 | |
L | 3 | 4 | 5 | |
If the resulting Priority is a 1 or a 2, we would consider that an emergency or urgent incident that requires immediate attention. Priority 3 will be addressed as soon as we are able to. Other priorities will be addressed as resourcing allows.