Para:* User questions and discussions about OTRS.
> *Asunto:* Re: [otrs] problems with Criticality – Impact – Priority matrix*
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> ** **
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> Hello,
>
> Each service has a Criticality associated, that's the Urgency of a ticket
> Every time you create a ticket, yo
?
Juan Clavero Almirón
De: Leonardo Certuche [mailto:leonardo.certu...@itconsultores.com.co]
Enviado el: lunes, 16 de enero de 2012 16:01
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] problems with Criticality – Impact – Priority matrix
Hello,
Each service has a Criticality
Hello,
Each service has a Criticality associated, that's the Urgency of a ticket
Every time you create a ticket, you're supposed to define the Impact of it
Depending on those two values, a Priority is set from the Matrix.
I hope this little explanation clarifies your doubt
Leonardo Certuche
www.
Hello,
We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority
matrix. I’ll try to explain what I understood so you can see my errors:
I understand that there are 2 variables: Impact, due to the service, and
Criticality, due to the incident. I can have an Incident with high
