Call Impact
According to ITIL, the priority of a call should be derived from its urgency and its impact.
Impact levels represent how many people are affected by a disruption, whereas urgency levels represent how quickly the disruption in service is going to affect people. The Call Impact window enables you to create and define impact levels and specify what their criteria are.
If call impact is not configured properly, the system will not be able to derive the priority correctly.
If Impact-Urgency-Priority Definition is selected in IPK Settings, Impact and Urgency are the two fields that are used to calculate the priority of a call in the Priority Matrix window.
If your system is partitioned, you should create and define Call Impact, Call Urgency, Call Priority levels, and a Priority Matrix in each partition to ensure that calls logged via an incoming email account are allocated the correct Call Priority.
Creating Impact Values
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Impact to open the window. You can adjust the column widths if required.
Select the plus icon to insert a new row. A row is inserted in the impact browse table. The system automatically inserts a row for a higher impact with default values in the From and To columns. This row is inserted above the current highest impact.
Type a name for the impact type in the Impact column.
Define the impact levels using the From and To values to set the impact level. These numbers reflect the minimum and maximum number of Incidents relating to the particular issue for that impact level.
Set the Desired default Impact by ticking the "Default" check box
For Example:
An Incident is logged, from which a Problem is logged, and other Incidents are linked to it. When the number of Incidents reaches 11, the Problem will automatically switch from an impact level of Low to Medium.
You create an impact level of Low with a From number of one and a To number of 10
You create a Medium impact level with a From number of 11 and a To number of 20
Renaming Impact Values
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Impact to open the window. You can adjust the column widths if required.
To rename an existing impact type, select it and type over the name.
Select the Save icon to save the changes.
Provide the Change Reasons if prompted to do so.
Deleting Impact Values
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Impact to open the window. You can adjust the column widths if required.
Highlight the impact type you want to delete. Select the delete Icon (trash can). If you attempt to delete the system default, you will receive a warning message.
Select the Save icon to save the changes.
Provide the Change Reasons if prompted to do so.
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