Urgency Impact Priority Agent (ConnectWise)

1. Select Which Boards Should Trigger This Agent

This setting defines where the agent is allowed to run.

Select one or more boards where the Urgency Impact and Priority Agent should evaluate tickets. Only tickets that exist on these boards will be considered.

If all boards are selected, the agent may run on tickets from any board, provided all other trigger conditions are met. The agent is set to run on all boards by default.

This setting does not determine what the agent changes. It only controls eligibility based on board placement.

2. Select Which Companies Should Trigger This Agent

This setting defines which existing company values are eligible for urgency, impact, and priority evaluation.

By default, if no companies are selected, the Urgency, Impact, and Priority Agent will evaluate tickets from all companies, provided all other trigger conditions are met.

When companies are selected, the agent will only evaluate tickets whose initial Company field matches one of the selected values.

This is commonly used when:

• Tickets are created under placeholder companies such as Catchall or Unknown

• Certain company records are known to produce unreliable urgency or priority values at ticket creation

• Automated severity classification should apply only to specific customers or service tiers

If all companies are selected, the behavior is equivalent to leaving the setting empty.

Important Clarification

This setting is evaluated against the company value present on the ticket when it first enters your ConnectWise environment.

In practice, the agent reads the ticket’s initial Company field at creation time and uses that value to determine eligibility. Any company changes made later in the ticket lifecycle do not affect whether this agent runs.

This ensures severity classification remains predictable and does not change retroactively as company assignments are updated.

3. Optional: Exclude Companies From Triggering This Agent

This setting defines hard exclusions.

Tickets whose current Company value matches any excluded company will never be evaluated, even if:

• The board condition is met

• The status condition is met

• The company is otherwise included in the trigger list

Common use cases include:

• Your internal MSP company

• Vendor or distributor records

• Administrative or system level companies

Exclusions take precedence over company trigger selections.

4. Optional: Add Standard Operating Procedure (SOP) Instructions

SOPs provide behavioral rules and guardrails that the agent must follow.

SOPs are evaluated after trigger conditions are met but before any prediction or change is applied.

SOPs can be used to:

• Restrict when the agent is allowed to change the company

• Prevent reassignment in specific scenarios

• Force or exclude specific company outcomes

• Add business context that cannot be captured by filters alone

SOPs are optional. If no SOP is provided, the agent relies on board scope, company triggers, exclusions, historical patterns, and ticket context.

If an SOP applies and blocks execution, the agent will not modify the ticket. The decision and reason are recorded in the workflow logs.

How SOPs Affect Execution

SOPs are evaluated before the agent applies any inferred prediction.

If an SOP applies, it may:

• Explicitly allow the agent to proceed

• Restrict the agent from making any change

• Force a specific company assignment

• Exclude certain companies from reassignment

If an SOP blocks execution, the agent will not modify the ticket, even if all other trigger conditions are met. The outcome is recorded in the workflow logs.

1. Priority First mode

The Urgency, Impact, and Priority Agent includes a specialized configuration option that controls how priority is determined.

Default Behavior

By default, the agent evaluates urgency, impact, and priority using a combination of:

• Historical ticket and prioritization patterns based on how your team has handled similar issues in the past

• The full context of the current ticket, including the summary, description, and notes

• Any configured Standard Operating Procedure (SOP) rules

• The native ConnectWise urgency, impact, and priority SLA matrix

This approach aligns priority decisions with ConnectWise SLA logic while still incorporating your team’s historical behavior and operational rules.

When Priority First Mode Is Enabled

Some MSPs do not rely on the ConnectWise urgency and impact matrix to determine priority. Instead, priority is set directly based on ticket context and operational judgment.

When Priority First Mode is enabled, the agent determines priority without using the ConnectWise urgency and impact matrix. Priority is assigned based on:

• The reasoning derived from the ticket’s context

• How your team has historically prioritized similar issues

• Any applicable SOP rules

This allows priority decisions to reflect real operational behavior rather than matrix-driven SLA logic, while still remaining consistent and auditable.

1. Historical Urgency Impact Priority Assignments

The agent learns from how your team has historically classified urgency, impact, and priority in ConnectWise.

Past severity decisions for similar tickets help establish patterns that reflect how your organization typically assesses criticality. This allows classifications to align with real-world operational behavior rather than generic or default SLA assumptions.

Historical patterns inform severity decisions, but they are evaluated alongside ticket context and SOP rules rather than acting in isolation.

2. Ticket Context

At runtime, the agent evaluates the full ticket context, including:

• Summary

• Description

• Notes

• Requester and sender details

Rather than relying on a single keyword or field, the agent considers how all available information relates to urgency, scope of impact, and required response time. This allows it to assess severity even when individual fields are incomplete, inconsistent, or ambiguous.

No single field is treated as authoritative on its own.

3. Standard Operating Procedures (SOP) Rules

SOPs act as high-priority guidance for the Company Agent.

When an SOP applies, it is evaluated before inferred signals from historical data and ticket context and is treated as the strongest input in the decision process. In the vast majority of cases, SOP instructions are followed explicitly and drive the final company assignment.

SOPs can be used to allow, restrict, or strongly bias company assignments based on your defined operational rules. Both positive and negative SOPs consistently outweigh inferred predictions and are designed to enforce your operational intent.

While the Company Agent evaluates SOPs alongside full ticket context, cases where an applicable SOP is not followed are rare and typically tied to ambiguous or conflicting ticket signals. All such decisions are visible in workflow logs for review.

4. ConnectWise Urgency, Impact, and Priority Matrix

When Priority First Mode is disabled, the agent also evaluates the ConnectWise urgency, impact, and priority matrix to derive the final priority value based on configured SLA logic.