Priority matrix
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Use Cases | Key features | User's Manual | Package installation | Configuration | System requirements | Roadmap
Use Cases
The module adds matrixes to the system that allow you to prioritize tickets taking into account their type, urgency, influence, priority, service, SLA.
Key features
Ticket auto-prioritization on four matrixes:- Type - Urgency - Impact (TUI)
- Urgency - Impact - Priority (UIP)
- Service - Impact - SLA (SIS)
- Service - Urgency - Impact - SLA (SUIS)
User's Manual
Service - Impact - SLA
Service - Impact - SLA. Editing
Urgency - Impact - Priority
Service - Urgency - Impact - SLA
Service - Urgency - Impact - SLA (Editing)
Type - Urgency - Impact
Package installation
Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).
http://your-server/otrs/index.pl?Action=AdminPackageManager
The steps for installing the package are described in the official OTRS instructions for the Administrator.
Configuration
Attention! The matrixes “Service - Impact - SLA” and “Service - Urgency - Impact - SLA” are mutually exclusive, one matrix of them should be used.
Switch: Admin / System Configuration / Ticket :: SLAMatrixSelect.
System requirements
Minimal requirements to hardware for OTRS:
- Processor 3 GHz Xeon or comparable
- RAM 8 GB RAM
- Disk space 256 GB
Software requirements:
- OTRS Community Edition 6.0
Roadmap