Introduction to forward mappings
Forward mapping helps map priority to a business impact or urgency. When a specific business impact and urgency is provided, the mapped priority is automatically assigned to an incident. Consider business impact #A and urgency #A are mapped to a low priority. While configuring an incident for business impact #A and urgency #A, then the low priority is automatically assigned to that incident.
Introduction to reverse mappings
Reverse mapping helps map a business impact and urgency to a priority. When user provides a specific Priority, the mapped business impact and urgency are automatically assigned to the incident. Consider business impact #A and urgency #A are mapped to a high priority. While configuring an incident with a high priority, then business impact #A and Urgency #A are automatically assigned to the incident.
Priority levels
Five levels of priorities are supported:
- Very low
- Low
- Normal
- High
- Urgent
To retrieve the list of business impacts and urgencies created under a client, use get business impacts and get urgencies APIs.