# Matrix of calculus for priority

This matrix is common to all help desk items (tickets, problems and changes) and can be parameterized in tab `Assistance` of menu **Setup > General**.

ITIL best practices separate urgency (as defined by the user) from incident impact (a user, a service, a functionality...) which is usually set by the technician. A matrix is then used to compute the priority associated to the item of the help desk (ticket, problem or change) as a function of both urgency and impact. GLPI provides a default predefined matrix which corresponds to standard cases.

This predefined matrix can be modified in tab `Assistance` of menu **Setup > General** (see [Configure general parameters](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/broken-reference/README.md).

Knowing that the order of items processing by technicians is based on priority, it is possible to select the different levels of urgency, impact or priorities that will be used in the help desk and to disable some of them. This action allows to ease declaration of an incident and its processing. To disable a level, this level must be set to `No`. Medium level cannot be disabled.

![Matrix of calculus for priority](/files/brMflSBdQUANHabnu8gd)

In example above, the urgency level `Low` will not be proposed to requester and the impact level `High` will not be proposed to the technician.

{% hint style="info" %}
The **Major** priority used by tickets is not part of the matrix. This level is higher than any other and requires the permission to modify priority in order to be able to assign it. A **Major** incident is a ticket whose processing is of such high importance that it overrides any other ticket.
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.glpi-project.org/documentation/modules/assistance/prioritymatrix.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.