Incidents, problems and changes · Autessa IT Desk
Priority matrix and assignment rules
Autessa IT Desk sets ticket priority from an editable priority matrix of impact and urgency, and routes new tickets with ordered assignment rules. A new incident about phishing goes to Security, a VPN outage to IT Ops, and everything else to the Service Desk, without anyone sorting a shared inbox.
The problem
Everything is urgent and nobody owns it
When priority is a free choice, every caller's issue is critical. When routing is manual, tickets wait until someone notices them. A priority matrix and assignment rules make both decisions the same way every time.
What you get
- The priority matrix maps impact (1 to 3) and urgency (1 to 3) to priority 1 to 5; the starter matrix is the familiar ITIL 3x3.
- IT administrators edit the matrix cells directly in Settings.
- Priority is read-only on incidents, problems and changes and recalculates whenever impact or urgency changes.
- Assignment rules apply to one record type, or every task type, with a condition set and a target group or person.
- Rules are checked in order and the first active match wins, only for tickets created without an assignment.
- The same rules run for tickets created in the Help Center, by the assistant or by imports.
- Reassigning a ticket to another group is counted, so you can see tickets that bounce.
How it works
How does priority matrix and assignment rules work in Autessa IT Desk?
Set the matrix
Open Settings, Priority matrix and set the priority for each impact and urgency pair.
Write the rules
In Assignment rules, add a rule per routing decision: record type, conditions such as category is Security, and the group or person.
Order them
Put the most specific rules first. Switch a rule off without deleting it.
Let it run
Every new ticket without an assignment gets the first matching rule's group, and its priority from the matrix.
Every option
Priority and routing settings
| Option | What it does |
|---|---|
| Impact | 1 high, 2 medium, 3 low. |
| Urgency | 1 high, 2 medium, 3 low. |
| Priority | 1 critical to 5 planning, one cell per impact and urgency pair. |
| Rule applies to | One record type, or every task type. |
| Rule conditions | Any condition the list condition builder can express (category, subcategory, configuration item, caller and more). |
| Rule target | An assignment group, a person, or both. |
| Order and active | Rules run top to bottom; inactive rules are skipped. |
| Starter rules | Security incidents to Security; network and hardware to IT Ops; every other incident to the Service Desk. |
| Groups | Assignment groups with members and a type, such as service desk, ops, security or CAB. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT administrator | Edit the priority matrix, assignment rules and groups. |
| IT agent | Set impact and urgency, and reassign tickets. |
Connected
How it connects to the rest of IT Desk
FAQ
Questions about priority matrix and assignment rules
How does the priority matrix work?
Each ticket has an impact and an urgency from 1 to 3. The matrix gives each pair a priority from 1 to 5, and IT Desk applies it whenever impact or urgency changes.
How are tickets assigned automatically?
With assignment rules. When a ticket is created without an owner, the first active rule whose conditions match sets its group, its person, or both.
Can I route tickets to HR or Facilities?
Yes. Any assignment group can be a target, and its members work the tickets assigned to their group.
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