Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
Incidents can be automatically prioritized in Jira Service Management using the values specified in the impact and urgency fields of a request.
How impact and urgency are used to calculate priority
The measure of impact and urgency are used to create a priority for an incident.
How should my team define impact and urgency of requests?
The terms impact and urgency should be clearly defined in your knowledge base to ensure common understanding in your team.
How does Jira Service Management auto-prioritize requests?
See how Jira Service Management can automatically prioritize incident requests.
How do I create an impact urgency priority matrix?
Learn how to use an impact urgency priority matrix to create incident priorities.
Create an automation rule to prioritize your incidents
Custom automation rules can be created to automatically prioritize requests.
Set mandatory fields to automatically prioritize incidents
Impact and urgency fields can be created as mandatory fields so ensure they are completed by customers.
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