---
schema_version: "1"
id: bb15764fa33ff4a1b26fc1cd9f8df43ba490fd61494c2ff541fefcc91d347393
title: Configure Automatic Priority Assignment for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_priority_matrix.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5b4d0d9657bc652d3d2273e0662c557fcc6f3addb8dd5791f6446c1a54b5d140
description: Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Automatic Priority Assignment for IT Services

Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26928e72">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26928e72 ">To configure priority assignment:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26928e72 ">View Setup and Configuration</td>

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1. From the Salesforce Go page, go to the **Features** tab and filter the features by selecting **Agentforce IT Service** from the Cloud dropdown menu.
2. Define priority assignment rules for Incident Management.
    1. On Incident Management, click **Get Started** or **Keep Going**.
    2. Next to Configure Rules for Automatic Incident Priority, click **Configure**.
    3. Turn on Automatic Priority Assignment for IT Service.
    4. Select a default priority.
    5. If you want to allow users to manually override the priority, select **Set Priority Manually**.
    6. Define priority assignment values based on urgency and impact, tailored to your company's needs.
        
        For example, if you define the value for both urgency and impact as High, set the value for priority as Critical.
    7. To define values for different combinations of urgency and impact, click **Add More**.
        
        We recommend defining the priority rules for all possible combinations of urgency and impact.
    8. Save your changes.
3. Similarly, configure these rules for Problem Management and Change Management.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Example

To ensure that critical issues are addressed first, a company defines a priority matrix for their IT team. For incidents with a high impact and high urgency, the priority is automatically set to critical. However, for an incident with high impact but low urgency, the priority is set to moderate to indicate it can be handled in a less immediate timeframe.

Here is an example table that aligns with industry standards for defining automatic priority assignment.

  
| Urgency | Impact | Priority |
| --- | --- | --- |
| High | High | Critical |
| High | Medium | High |
| Medium | High | High |
| Low | High | Moderate |
| High | Low | Moderate |
| Medium | Medium | Moderate |
| Medium | Low | Low |
| Low | Medium | Low |
| Low | Low | Low |