Incident Priority Matrix
Priority Classification Model
FlowDesk classifies incidents based on business impact and operational urgency. This model ensures consistent response behavior and resource allocation during incident handling.
Priority levels guide escalation paths, response expectations, and visibility requirements.
Priority Matrix
| Priority Level | Business Impact | Urgency | Operational Expectation |
|---|---|---|---|
| Critical (P1) | Service outage affecting multiple business units | Immediate | Rapid escalation, continuous response until resolution |
| High (P2) | Major functionality degraded | High | Accelerated response with priority resource allocation |
| Medium (P3) | Limited operational disruption | Moderate | Scheduled resolution within standard workflow |
| Low (P4) | Minor inconvenience or informational request | Low | Handled through routine operational queue |
Escalation Guidance
Incidents may be reclassified as new information becomes available. Escalation procedures ensure that priority adjustments reflect actual service impact and operational risk.
Operational Consistency
Applying the matrix consistently improves service predictability, reporting accuracy, and stakeholder communication.