Open Incident Management, then Configuration. The route is /app/incident-management/configuration.
What you can set
Priority on an incident is usually filled from that matrix. The person recording the incident can override it.
- Enablement. Turn on Report Incident for Service Management, the customer portal, or both, and choose the intake form.
- Impacts. How widely an incident affects the organisation. These are the rows of the priority matrix.
- Urgencies. How quickly a response is needed. These are the columns of the priority matrix.
- Priorities. The labels and colours, and which priority each impact and urgency pair maps to.
- Statuses. The lifecycle list used on the register. Presets can be imported when they are offered.