# Support ticket priority (DMN)

The classic support matrix, written as a decision table so it can be executed rather than argued about.

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## What this example shows

* Two ordinal inputs producing one output.
* A complete matrix with no gaps.
* An output that also carries the response target.

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## 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 |

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## 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" |

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## 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.

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## Related

[Expense approval routing (DMN)Who approves what, by amount and category.](https://help.gocapable.com/diagrams/expense-approval-routing-dmn.html)

[Holiday entitlement (DMN)Service length and contract type.](https://help.gocapable.com/diagrams/holiday-entitlement-dmn.html)

[DMN examplesBack to the rest of these examples.](https://help.gocapable.com/diagrams/dmn-examples.html)

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_The hit policy is the whole decision._