Hi, 

I'd like to request if a Priority Matrix could be added that allows the impact and urgency of a ticket to automatically assign the priority to it as per ITIL recommendations.

http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority

http://itservicemngmt.blogspot.co.uk/2007/06/incident-priority-what-everyone-should.html

Many thanks in advance

just bumping this one to see if there is any update or if it's in the roadmap :)

Would be great to have this feature. We have some customers who demand this type of priority within their SLA.

Disappointed to see this was requested a year ago and there has been no update. We require this functionality too, and it is pretty standard ITIL functionality

Defiantly a requirement!!!

Hi

Thanks for your feedback, Craig & others. We understand that priority matrix is an important part of the ITIL framework.

We are beginning development on it and will keep you posted here on any updates. In the meantime, keep those feature requests and feedback coming!

Thanks

Freshservice Product Team

any update re ETA?

Hi

For priority matrix, we have already started the development and we hope to ship the feature this quarter itself.

Thanks

Freshservice Product Team