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.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Impact to open the window . (You may like to adjust the column widths to see all of the columns.)
  1. Select . 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.
  2. Type a name for the impact type in the Impact column.
  3. 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.

    4. You create an impact level of Low with a From number of one and a To number of 10, and a Medium impact level with a From number of 11 and a To number of 20. An Incident is logged, from which a Problem is logged, and other Incidents are linked to it. When that number of Incidents reaches 11, the Problem will automatically switch from an impact level of Low to Medium.

  4. Repeat these steps to add more impact types.
  5. To set one value as the default for the current partition, select in the box in the Default column.
  6. To change the order of the impacts in the table, select an impact and then use or to change its position in the table.

    7. This only changes the order in which the impact types are displayed in other windows. It does not change its impact in the From and To columns. When you change the order of impact states, you need to manually change these values to ensure that the highest impact is first, and the lowest impact state is last in the list of impact states.

  7. Select to save the changes. Provide the Change Reasons if prompted to do so.

Renaming Impact Values

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Impact to open the window . (You may like to adjust the column widths to see all of the columns.)
  1. To rename an existing impact type, select it and type over the name.
  2. Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting Impact Values

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Impact to open the window . (You may like to adjust the column widths to see all of the columns.)
  1. Highlight the impact type you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
  2. Select to save the changes. Provide the Change Reasons if prompted to do so.