Incident Priority Matrix Key

Sep 11, 2026

This document provides a key and a matrix for determining incident priority based on impact and urgency. The key defines priority ratings from P1 to P4, corresponding to "Critical," "Essential," "Moderate," and "Minor" priority levels, respectively. It also maps these ratings to impact levels (Unacceptable, Undesirable, Tolerable, Acceptable) and urgency levels (Critical, Essential, Moderate, Minor). The Incident Priority Matrix visually combines impact and urgency to assign a priority rating (P1-P4) to an incident. For example, an incident with "Unacceptable" impact and "Critical" urgency is rated P1, while an incident with "Acceptable" impact and "Minor" urgency is rated P4. The document also includes a template table for recording incident details, such as Ref ID/Ticket No., Incident description, Impact, Urgency, Priority, Department/Location, and Warnings/Remedies. It is provided by Smartsheet, Inc., with a disclaimer about the completeness and accuracy of the information.

LanguageEnglish

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FormatPDF

Pages3

Reading Time1 min

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Incident Priority Matrix Key

Incident Priority Matrix

FAQs

How is incident priority determined according to this matrix?

Incident priority is determined by evaluating both the impact of the incident and its urgency. The matrix cross-references these two factors to assign a priority rating from P1 (Critical) to P4 (Minor).

What does a P1 rating signify in the Incident Priority Matrix?

A P1 rating signifies a critical incident, typically characterized by unacceptable impact and critical urgency. These are the most severe incidents requiring immediate attention.

What is the difference between Impact and Urgency in the context of this matrix?

Impact refers to the extent of damage or disruption caused by the incident, ranging from Unacceptable to Acceptable. Urgency refers to the time sensitivity of resolving the incident, ranging from Critical to Minor.

Sep 11, 2026

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