Priority and targets
Priority
The priority comes from two questions, through your organization's matrix (Settings → Incident Management → Priority and targets):
- Impact: how much is affected. High: many customers, or a whole service. Medium: some, or part of a service. Low: a few, or a small part.
- Urgency: how soon it hurts. High: work or money stops now. Medium: soon, or there is a slow workaround. Low: it can wait.
| Priority | Means | By default from |
|---|---|---|
| P1 Critical | A core service is down or data is at risk, for many customers. | High impact, high urgency |
| P2 High | An important feature is broken or badly degraded for many customers. | High + medium, or medium + high |
| P3 Medium | Partly degraded, or a workaround exists. | Medium + medium, high + low, low + high |
| P4 Low | Cosmetic, or only a few customers notice. | Low or medium with low |
You can set a priority yourself instead (Set it yourself when declaring, or Priority in the incident's side panel). Declaring a P1 or P2 (the priorities your admin picked), or raising an incident to one, emails the agents of the affected units (those placed in the unit or above it; the admins when a unit has none), and anyone else the settings name, except whoever did it. The timeline says how many were emailed.
Targets
Each priority has two targets: how soon someone must take the incident (become its commander, or move it past New), and how soon it must be resolved. By default P1: 15 minutes and 4 hours, P2: 30 minutes and 8 hours, around the clock; P3 and P4 in business hours. The incident page shows both under Targets: due in, met, or missed.
A missed target is noticed within five minutes: it goes on the timeline, the commander gets an email (or, when nobody has taken it, the agents of the affected units), the list marks it Target missed, and it counts on Reports. While an incident is on hold, the resolve target's clock stops, and it moves on by the time it waited.