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Levels for priority, impact, urgency, and risk

Assessments help users define the importance of a request using the Assessment action when viewing a request record.

In Assessments, administrators can configure assessments of type Impact, Urgency, Priority, and Risk. These assessments contain impact levels, urgency levels, priority levels, and risk levels, respectively.

Assessment types

How to access

Administrators can define assessment levels under the Service Manager configuration.

  1. Use the keyboard combination CTRL+SHIFT+S.
  2. Search Configuration for Assessments.
  3. In the results list, select Assessments.

or

  1. Select the Configuration cog at the bottom of the left-hand application menu bar.
  2. In Configuration, from the navigation dropdown, select Service Manager.
  3. In the navigation panel, scroll to locate the Administration section.
  4. Click Assessments.

Default levels

Four default levels are provided for each assessment type: Low, Medium, High, and Critical. In the Levels tab, you can add new levels, rename and delete levels, and provide translations for the level names.

Assessment Levels

Changing the display order

Levels are displayed in picklists for users to select. When you add a new assessment level, it is automatically placed at the bottom of the list. You may want to move the new level to a suitable position.

To change the display order of assessment levels:

  1. In Assessments, select an assessment type.
  2. In the list of levels, drag and drop the levels into your preferred order using the grab handle icons to the left of each level.

Priority

Priority is available to any request that is using the Assessment action. The priority can be viewed as a column in the request list and can be sorted to bring the most important requests to the top of the list.

  • The priority can help determine the service level that needs to be applied to a request.
  • The priority can be automatically increased using a service level escalation.
  • Within a workflow, the priority can be used to drive communications and the process to take.

Impact

Impact is currently only available by using an assessment questionnaire. The assessment questionnaire is initiated through a workflow automation.

Urgency

Urgency is not available on the request’s assessment action by default. There are two options to using the Urgency assessment type:

  • Using the following setting, the urgency picklist can be made available on the request’s assessment action. This is a global setting and it will apply to all requests.

    Name Description
    app.com.hornbill.servicemanager.request.assessment.visibility This setting enables the urgency selector in the assessment action tab when viewing a request. When this selector is not required, select the None option.

  • Urgency can be enabled from a workflow, which includes providing a questionnaire. The benefit of using the workflow automation is that the urgency can be presented at a set point within the workflow.

Risk

Risk is not available on the request’s assessment action by default. There are two options to using the Risk assessment type:

  • Using the following setting, the risk picklist can be made available on the request’s assessment action. This is a global setting and it will apply to all requests.

    Name Description
    app.com.hornbill.servicemanager.request.assessment.visibility This setting enables the risk selector in the assessment action tab when viewing a request. When this selector is not required, select the None option.

  • Risk can be enabled from a workflow, which includes providing a questionnaire. The benefit of using the workflow automation is that the risk can be presented at a set point within the workflow.

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