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Jira Service Management confusion on impact versus severity

Hi all JSM people,

we are re-implementing our major IT service desk project on the IT service management template provided by Jira by March 2022.

While checking the default configuration and reading through the articles Atlassian is providing I am somehow used by how impact / severity are used.

In a lot of "ITIL-orienting" process definitions you find that priority is an outcome of combining impact and urgency.
This in general would work with the default JSM incident configuration: Urgency and Impact are major fields in the main column of incidents.

My major question now:

Why is all articles by Atlassian always refer to the severity?

How do you / they see the combination / separation of impact and severity?


While trying to find other resources on this (which was quite hard for me), the best I could find is impact: external / customer impact; severity: "impact" for the itnernal side as a "service provider".
Somehow I liked it, but it would not really fit into the impact-to-urgency matrix nor to Atlassian explanations.

How do you handle your incident management there with JSM?


Thanks a lot,


2 answers

Same question here, haven't seen any clarification

I have the same question. Somehow it feels that among impact, urgency, and severity there is one too many. 

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