How to define the SLA matrix

Overview

The SLA Priority Matrix is a powerful tool that helps automatically determine and assign the priority of a ticket by combining its Impact and Urgency.

• Impact reflects how many people are affected by an issue (e.g., a single user, a department, or the whole company).

• Urgency reflects how time-sensitive the resolution is.

The priority level determined by this matrix (e.g., Urgent, High, Medium, or Low) is then used by your SLA policies to calculate the required response and resolution times.

---

Step-by-Step Guide

1. Navigate to the SLA Matrix

(Note: Based on previous documents, the path is likely the following.)

• From the main navigation panel, go to Settings > Helpdesk > SLA Matrix.

2. Configure the Priority Mapping

The matrix page allows you to set a resulting priority for every combination of Impact and Urgency.

• Your goal is to configure each cell where an Impact row and an Urgency column intersect.

• Click the dropdown menu in each cell to select the resulting Ticket Priority you want to assign for that specific combination.

• Example: In the screenshot, an issue that impacts a single user ("Only Me") but has a "High" urgency is automatically assigned a "High" ticket priority. Similarly, an issue with "Company Wide" impact and "High" urgency is also assigned a "High" priority.

3. Save Your Configuration

• Once you are satisfied with all the priority mappings in your matrix, click the Save Changes button to apply your new automation rules.

From now on, when a ticket is created or updated with a specific Impact and Urgency, BoolDesk will use this matrix to set the correct priority automatically.