Prioritization of problem records

To follow ITIL guidelines, problem records are prioritized by the impact and urgency of the problem.

Problem prioritization is available on new instances.

On the problem form, users select values from the Impact and Urgency fields that determine which Priority value is generated for the problem.

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

ITIL suggests that priority is made dependent on impact and urgency. 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.

To modify data lookup rules for task priority, navigate to Tables, set the search field to Name, and enter the table name dl_u_priority.