ServiceDesk

Hi Gurus,

Can I use diferent Prority Matrix values to incident, Change and Problem Management?

Regards

That Impact/Urgency matrix table appears to be used by both IM and CM in 7.5, so right off the bat, it looks like no. However, you could build logic into your rules to set the priority however you want, or even create a workflow that you could send the incidents and changes to that would conform to your needs better.

The short answer:
No.

Longer answer:
Change and Problem Management do not use a priority matrix. Even though Change might seem to use the same one Incident Management uses, it does not. Change Management will most likely get its own, separate matrix in next version or after that (but do not take this as a promise).

Each process Change, Incident, & Problem management have their own matrixes that are defined as part of their Process Automations. The Problem Management one however won't be available until the upcoming ServiceDesk 7.6 release later this year.