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I am trying to setup a Service Desk ticketing system using the Issue tracking facility. On the form I have an Urgency (Low, Medium, High, Critical) field and an Impact (Individual, Team, Department, Organisation) field.

I would like to populate a Priority field based on a matrix of the 2., i.e., Low+Individual=P4 , High+Organisation=P1

Any ideas how I can do this? I am aware there is a calculated field option but am unsure as to the formula syntax.

1 Answer 1

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Yes you could use a calculated column for this, and you'd have to use many levels of nested If/Then statements to make it work. For example it might look like this, with nested IF's and AND statements:

IF(AND([Urgency]="Low",[Impact]="Individual"),"P1",
    IF(AND([Urgency]="Low",[Impact]="Team"),"P2",
        IF(AND([Urgency]="Low",[Impact]="Department"),"P3",
            IF(AND([Urgency]="Low",[Impact]="Organization"),"P4",
                ...etc

But maybe your matrix combines a few conditions such that Low Urgency AND (Team OR Department Impact) would be a priority 2. In that case you'd have to nest in an OR clause with 2 or more comparisons like below (in the second line):

IF(AND([Urgency]="Low",[Impact]="Individual"),"P1",
    IF(AND([Urgency]="Low",OR([Impact]="Team",[Impact]="Department")),"P2",
        IF(AND([Urgency]="Low",[Impact]="Organization"),"P4",
            ...etc

You can keep adding clauses to the OR statement, so you could say 'If Urgency is High and Impact is Team, Department, or Organization, priority is 4:

IF(AND([Urgency]="Low",OR([Impact]="Team",[Impact]="Department",[Impact]="Organization")),"P4")

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