Urgency vs. priority

[Martin Janeček]

Hi,

I'm implementing a new JSM and now I'm creating a "request form" for the portal. If I create a form from a template, they all contain the "Urgency" field by default. And here I need to get my bearings.

What is the difference between urgency and priority?

I am mainly interested in continuity, because at the 1st level support, the dispatcher can report an BUG and choose urgency, but we can evaluate it as a change request and it will be necessary to create a clone in the JIRA Sprint, where we work with priority.

Currently, I perceive it in such a way that I can replace urgency with the priority field so that it corresponds to me in both JSM and JS.

Is there any advantage or continuity to other functions of JSM why maintain urgency?

Thanks

[Nikola Perisic · Accepted solution]

Welcome @Martin Janeček 

Differences between urgency and priority:

• Urgency refers to how quickly a response is needed. It indicates the time sensitivity of an issue, highlighting how soon action should be taken. High urgency tasks require immediate attention to avoid potential consequences.

• Priority combines urgency and impact to determine the order in which issues or tasks should be addressed. Priority is an overall measure that helps to decide which tasks or issues are more important when considering limited resources. High priority tasks are those that not only need to be addressed quickly but also have significant consequences or benefits.

[Martin Janeček]

Hi @Nikola Perisic 

Thanks for the reply. I have read the Altassian help, I understand that.
I'm more concerned with the technical impact.

For example, if I replace the urgency field with the priority field, so that some services or automations do not stop working.

What I fear is that if I replace the urgency field with priority, I will break some basic functionality of Jira (for example, services or just some standard automation, etc.

M.

[Nikola Perisic]

@Martin Janeček 

That is indeed possible, especially breaking the automation rules.