How impact and urgency is used to calculate the priority of an incident

In Jira Service Desk, the impact and urgency of an incident request is used to calculate its priority. This ensures that requests with the highest priority are resolved first. Impact, urgency and priority are defined below.

Impact

Impact measures the effect of an incident on a business' processes. Impact is generally based on how your quality of service is affected.

Urgency

Urgency is a measure of the time for an incident to significantly impact your business. For example, a high impact incident may have low urgency if the impact will not affect the business until the end of the financial year.

Priority

Priority is a category that identifies the relative importance of an incident. Priority is based on impact and urgency and identifies the required time for actions to be taken. Impact and urgency are used to assign a priority in your service desk.

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