The criticality - impact - priority matrix

OTRS::ITSM provides five ticket priority levels:

The OTRS::ITSM ticket priority is determined with the matrix shown below and the prioritized ticket is integrated in the queue views.

Figure 11.8. admin-priority-allocation


The level number, descriptions and validity can be accessed and changed in the admin interface via the "general catalog" link:

Figure 11.9. admin-general-catalog-management-priority