Support ticket priority (DMN)
The classic support matrix, written as a decision table so it can be executed rather than argued about.
#What this example shows
Two ordinal inputs producing one output.
A complete matrix with no gaps.
An output that also carries the response target.
#Columns
Column | Type and meaning |
|---|---|
Impact (input) | string: low, medium or high |
Urgency (input) | string: low, medium or high |
Priority (output) | string: P1 to P4 |
Response (output) | string: target first response |
#The decision table
Hit policy: U (Unique). Cells are FEEL expressions, so a range, a list or a negation is a legal value; a dash means the input is irrelevant to that rule.
Impact | Urgency | Priority | Response |
|---|---|---|---|
"high" | "high" | "P1" | "15 minutes" |
"high" | "medium" | "P2" | "1 hour" |
"high" | "low" | "P3" | "1 working day" |
"medium" | "high" | "P2" | "1 hour" |
"medium" | "medium" | "P3" | "1 working day" |
"medium" | "low" | "P4" | "3 working days" |
"low" | "high" | "P3" | "1 working day" |
"low" | "medium" | "P4" | "3 working days" |
"low" | "low" | "P4" | "3 working days" |
#Making it your own
Two outputs in one table is fine and keeps the priority and the target together.
Set allowed values on both inputs so only the nine combinations are possible.
A complete matrix has no catch-all row, which is how you know it is complete.
#Related
The hit policy is the whole decision.
