Best practices for automatically prioritizing requests

The priority level of an issue conveys the severity of an issue so that agents can react accordingly

The measure of impact and urgency are used to create a priority for an incident.

The terms impact and urgency should be clearly defined in your knowledge base to ensure common understanding in your team.

See how Jira Service Management can automatically prioritize incident requests.

Learn how to use an impact urgency priority matrix to create incident priorities.

Custom automation rules can be created to automatically prioritize requests.

Impact and urgency fields can be created as mandatory fields so ensure they are completed by customers.