Prioritization of incidents

ITIL uses three metrics for determining the order in which incidents are processed.

All three metrics are supported by Incident forms.

Table 1. ITIL incident order
Metric Definition
Impact The effect an incident has on business
Urgency The extent to which the incident's resolution can bear delay
Priority How quickly the service desk should address the incident

ITIL suggests that priority be made dependent on impact and urgency. In the base system, this is true on Incident forms. Priority is generated from urgency and impact according to the following data lookup rules.

Table 2. Data lookup rules
Impact Urgency Priority
1 - High 1 - High 1 - Critical
1 - High 2 - Medium 2 - High
1 - High 3 - Low 3 - Moderate
2 - Medium 1 - High 2 - High
2 - Medium 2 - Medium 3 - Moderate
2 - Medium 3 - Low 4 - Low
3 - Low 1 - High 3 - Moderate
3 - Low 2 - Medium 4 - Low
3 - Low 3 - Low 5 - Planning

By default, the Priority field is read-only and must be set by selecting Impact and Urgency values. To change how priority is calculated, administrators can either alter the priority lookup rules or disable the Priority is managed by Data Lookup - set as read-only UI policy and create their own business logic.