{"id":45461,"date":"2011-05-16T11:53:11","date_gmt":"2011-05-16T15:53:11","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=45461"},"modified":"2026-03-24T16:21:36","modified_gmt":"2026-03-24T20:21:36","slug":"priority-matrix","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/priority-matrix\/","title":{"rendered":"Priority Matrix"},"content":{"rendered":"\n\n\n\n\n\n\n\n
<\/td>\nUrgency<\/strong> <\/strong> <\/strong>A measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year.<\/td>\n<\/tr>\n
Critical:<\/span> <\/strong><\/span><\/span>Incident causes immediate and significant disruption affecting life-safety, business transaction-critical, teaching-related services while in use.<\/p>\n

No workaround available.<\/td>\n

High:<\/span><\/strong> Incident causes immediate and significant disruption but not<\/span> affecting life, safety, business transaction-critical or teaching-related services while in use.<\/p>\n

No workaround available.<\/td>\n

Moderate:<\/span><\/strong> <\/span> <\/span>Incident will cause some disruption in the near term.<\/p>\n

Workaround may or may not be available.<\/td>\n

Low:<\/span><\/strong> Work not affected.<\/td>\n<\/tr>\n
Impact<\/strong> <\/strong>A measure of the effect of an Incident on organizational processes. Impact measures the number of clients potentially affected by an Incident.<\/td>\nCampus:<\/span><\/strong> <\/strong>Charles River or BUMC or BOTH<\/td>\nP1<\/strong> <\/strong>TechStatus<\/a> & TechWeb with possible broadcast mail or Emergency Notification System (ENS)
\n<\/span><\/td>\n		P1<\/strong> <\/strong>TechStatus<\/a> & TechWeb\u00a0<\/span><\/td>\nP2<\/strong> <\/strong>TechWeb<\/span><\/td>\nP2<\/strong> <\/strong>Ticket Notification <\/strong><\/span><\/td>\n<\/tr>\n
Multiple Groups:<\/span><\/strong> <\/span><\/strong>Academic Unit, Administrative Unit, Building or Store<\/td>\nP1<\/strong> <\/strong>TechWeb<\/span><\/td>\nP2<\/strong> <\/strong>TechWeb<\/span><\/td>\nP2<\/strong> <\/strong>TechWeb<\/span><\/td>\nP3<\/strong> <\/strong>Ticket Notification<\/span><\/td>\n<\/tr>\n
Group: <\/span><\/strong><\/span><\/strong>Department, Floor, Instructional Environment<\/td>\nP2<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP2<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP3<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP3<\/strong><\/strong>Ticket Notification<\/span><\/td>\n<\/tr>\n
Individual: <\/span><\/strong><\/span><\/strong>Client, Room, Office<\/td>\nP2<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP3<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP3<\/strong><\/strong>Ticket Notification<\/span><\/td>\nP4<\/strong><\/strong>Ticket Notification<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Communication procedures in blue<\/span><\/p>\n

\n
\n

Service Level Targets – Incidents<\/strong><\/p>\n\n\n\n\n\n\n\n
Priority<\/span><\/td>\nInitial Assignment*<\/span><\/td>\nResolution<\/span><\/td>\n<\/tr>\n
P1<\/td>\n15 mins<\/td>\n2 hours<\/td>\n<\/tr>\n
P2<\/td>\n1 business hour<\/td>\n4 business hours<\/td>\n<\/tr>\n
P3<\/td>\n2 business hours<\/td>\n1 business day<\/td>\n<\/tr>\n
P4<\/td>\n4 business hours<\/td>\n3 business days<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n
\n

Service Level Targets – Service Requests<\/strong><\/p>\n\n\n\n\n\n\n\n
Priority<\/span><\/td>\nInitial Assignment*<\/span><\/td>\nResolution<\/span><\/td>\n<\/tr>\n
P1<\/td>\n30 mins<\/td>\n4 hours<\/td>\n<\/tr>\n
P2<\/td>\n2 business hours<\/td>\n4 business hours<\/td>\n<\/tr>\n
P3<\/td>\n4 business hours<\/td>\n2 business days<\/td>\n<\/tr>\n
P4<\/td>\n1 business day<\/td>\nBy scheduled date<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n
* Target time for initial assignment to an individual or a group (assigning\u00a0to an accountable analyst changes the ticket’s status from \u201cNew\u201d to \u201cAssigned\u201d, or to\u00a0\u201cUnassigned\u201d if escalating to another assignment group).<\/em><\/div>\n
<\/div>\n
Note: \u201cHours\u201d = real time (24\/7) while \u201cbusiness hours\/days\u201d = Monday through Friday,\u00a09 AM \u2013 5 PM<\/div>\n
\n

 <\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Urgency A measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year. Critical: Incident causes immediate and significant disruption affecting life-safety, business transaction-critical,…<\/p>\n","protected":false},"author":1348,"featured_media":0,"parent":46353,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/45461"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1348"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=45461"}],"version-history":[{"count":36,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/45461\/revisions"}],"predecessor-version":[{"id":161324,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/45461\/revisions\/161324"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46353"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=45461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}