Documentation is now available for the Fall 2020 Update release!

Priority mapping introduction

An introduction to forward and reverse priority mapping.

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Introduction to forward mappings

Forward mapping helps map priority to a business impact or urgency. When a specific business impact and urgency is provided, the mapped priority is automatically assigned to an incident. Consider business impact #A and urgency #A are mapped to a low priority. While configuring an incident for business impact #A and urgency #A, then the low priority is automatically assigned to that incident.

Introduction to reverse mappings

Reverse mapping helps map a business impact and urgency to a priority. When user provides a specific Priority, the mapped business impact and urgency are automatically assigned to the incident. Consider business impact #A and urgency #A are mapped to a high priority. While configuring an incident with a high priority, then business impact #A and Urgency #A are automatically assigned to the incident.

Priority levels

Five levels of priorities are supported:

  • Very low
  • Low
  • Normal
  • High
  • Urgent

To retrieve the list of business impacts and urgencies created under a client, use get business impacts and get urgencies APIs.