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Octopus applies the ITIL priority concept, based on impact and urgency. You can refer to this ITIL article Incident priorities and basic service level to help you better understand the concept.

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Lists modification and priority derivation

First, it is not mandatory to identify the impact and urgency to get priority in Octopus. If you only want to use 'Priority' field, you must make invisible 'Impact' and 'Urgency' fields (see "Visible and/or mandatory fields" below).

Basically, this derivation is applied in Octopus. A list of items is set for each field 'Priority', 'Impact' and 'Urgency', and a derivation matrix is applied.

a) To modify these lists, proceed as follows:

• Go to "Tools > Reference Data Management..."
• Open the node Incidents
• All three (3) lists ("Impacts", "Urgencies" and "Priorities") are completely customizable. You can add, rename or remove entries by doing a right click on the menu item.

• Go to the menu "Tools > Options..."
• Adjust the matrix of available choices in the sub-section "Priority derivation", from the section "3- Important General Options".

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Default Priority

To speed up incidents entry for your support team, you can activate a default priority to all new ones. If you choose to activate this option, you could enter, for example, a default priority of "3 - Normal" if the majority of your incidents are of priority 3.

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Visible and/or mandatory fields

• Go to the menu "Tools > Options..."
• Determine if the fields "Impact", "Urgency" and "Priority" must be visible or mandatory, according to the use of the priority that you want to set for your incidents.