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Where I change the Impact/Urgency Matrix to include new values?

Created: 15 Nov 2012 • Updated: 26 Aug 2013 | 3 comments
seralar's picture
This issue has been solved. See solution.

I am using  servicedesk 7.1 SP2

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Aryanos's picture

It's in Admin -> Data -> Application Properties, click on ServicedeskSettings and then the orange bolt on the upper right to edit. It will be in the list there but you should only add, not remove any of the default settings as the items are hardcoded in the workflows.

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CNWilliams's picture

Hi Seralar,

Check out this topic in the ServiceDesk 7.1 SP2 Customization Guide:

Verify Default Priority, Impact, and Urgency Values

The Priority, Urgency, and Impact fields of incidents can help you manage Service Level Agreements and comply with the concepts of ITIL service management.

The Priority and Urgency fields indicate how quickly an issue should be resolved. The Impact field indicates how broad an issue is. The effects of an issue may be considered low if only one person is affected. The effects are considered to be high if the whole organization is affected.

ServiceDesk 7 ships with the following values for these fields:

  • Default priority values: Emergency, urgent, high, normal, minor, or low.
  • Default urgency values, on the incident submit, form that is shown to end users: No Immediate Urgency, Preventing Some Non-Urgent Work, and Blocking Critical Business.
  • Default impact values, on the incident submit, form that is shown to end users: Single User, Entire Team or Group, Entire Department, or Unsure.
  • Default urgency values (to technicians): Core business service, Support service, and Non-urgent services.
  • Default impact values (to technicians): Department/LOB/Branch, Small group or VIP, and single user.


You can change the values, however doing so requires caution and a good understanding of the Symantec Workflow software.

These instructions focus on impact and urgency additions to Incident Management. Note that if you decide to make priority, impact, and/or urgency changes global, you must make many more updates. You must make the same updates to Change Management and/or Problem Management.

Changing the priority values is likely the most difficult edit. The "emergency," "urgent," "high," "normal," and "low" are hard-coded throughout the Symantec Workflow projects for ServiceDesk. More so than impact and urgency values. Change priority values only when necessary.

This example adds "Financial Group" as a new impact, and "No Internet Access" as a new urgency value. Note that “Financial Group” is not a group of users in ServiceDesk, rather it is a group of employees in a company for this example. First, add these values to the form that the end user uses to submit an incident. Use this example as a model when you edit urgency, impact, and priority.

To add new impact and urgency values

  1. The technician urgency, impact, and priority values are set as application properties, under Admin > Data > Application Properties. Log in to ServiceDesk as the administrator, and go to Admin > Data > Application Properties.
  2. Click on ServiceDeskSettings, in the list of application properties.
  3. Click on the Actions button (orange lightning-bolt) and select Edit Values.
  4. Scroll down to the Urgency, Impact, and Priority category.
  5. To add “Financial Group,” click on the Add button for Impact. Type “Financial Group” and click on Add. Click on Save.
  6. To add “No Internet Access,” click on the Add button for Urgency. Type “No Internet Access” and click on Add. Click on Save.
  7. Scroll down to the bottom of the Edit Instance window and click on Save.
  8. You must update the forms that contain impact and urgency. Then update the decision table, which the process uses to calculate the corresponding priority.
    • If no changes to processes are made, any new urgency values are treated as a “No Match” in the decision table. Also, the impact value is equal “Non-Urgent Services.”
    • If you add a new priority value to the application properties, but do not add that priority value to the decision table that calculates priority, Incident Management automatically sets the priority to “normal” even if the form selection was the new priority.

To add new impact and urgency values to the end-user Submit Incident form and the decision table that calculates priority

  1. Open the SD.Feeder.GeneralIncidentSubmitForm project.
  2. In the Primary model, open the Create New Incident Form Builder component.
  3. The lower left section of the form contains the Radio Button List components for impact and urgency. Double-click on the radio button component under "Urgency of this need or issue." In the Items list, add "No Internet Access."
  4. Double-click on the radio button component under "Who is Affected?" In the Items list, add Financial Group. You must expand the size of the radio button component box to see the new entry in the form.
  5. Click OK to close the form.
  6. Double-click the Show Incident Information, such as Urgency, Impact, User, Needed by Date Embedded Model component.
  7. Open the Set Impact Decision Tree component.
    • Click on Next.
    • Click on Add, and type "Financial Group" to create the respective entry under the Matches Rule.
    • Click on Financial Group under the Matches Rule and in the Urgency field on the right and type "Financial Group."


We opt to use the same impact value (on the right) that the end user sees, rather than an internal or technician-side value. However, the rest of the values under the Matches Rule use the impact values that are technician-facing. You can see the difference if you click on “Entire Department” under the Matches Rule on the left. Notice the corresponding “Department/LOB/Branch” value, which appears on the right. Refer back to the bulleted list in the previous section to compare and see the subtle difference.)

  • Click on Finish.
  1. Open the Set Urgency Decision Tree component.
    • Click on Next.
    • Click on Add, and type "No Internet Access" to create the respective entry under the Matches Rule.
    • Click on "No Internet Access" under the Matches Rule and in the Urgency field on the right, type "No Internet Access."
    • Click on Finish.
  2. Set the priority value for the new urgency and impact values; priority is based off the combination of urgency and impact. Double-click the Calculate Priority Decision Table component
    • Click on Next.
    • Double-click the Matches Rule for Impact (vertical, on the left).
    • Click on Add. Type "Financial Group" and click OK.
    • Click OK.
    • Double-click the Matches Rule for Urgency (horizontal, across the top).
    • Click on Add. Type "No Internet Access" and click OK
    • Click OK.
    • In each "cell" that displays invalid, type the desired priority value. It must be exact (no extra spaces). For example, set all of the Financial Group priorities to "High" in all cells except for the cells corresponding to "no match."
  3. Click on Finish when complete.


The priority of “Normal” is hard-coded in the SD.IncidentManagement project > CreateIncidentAdvanced model, in the Set Priority embedded model. Open that model and replace “normal” with the desired value.

Kindest Regards,



seralar's picture

Thanks to both. 

Aryanos before I post my question I reviewed that information but now i understand why i didnt see any value, because I cant remove it any default settings. How I do to hide this defaults values?

CBWilliams the same manner I readed that guide, The question is all I need to add custome values to my ServiceDesk Installation? 

Where I can see the matrix ?

Best regards