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
Field Definition
Impact The effect that the task has on business.
Urgency The extent to which the task resolution can be delayed.
Priority How quickly the service desk should address the task.

Priority is calculated 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 the 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.

In the Priority [dl_u_priority] table, you can modify data lookup rules for task priority.

Work notes for problem priorities

When you initially create and save a problem, the Work notes field is not mandatory. If you change the priority of the problem by selecting different Impact or Urgency values on a problem form that has already been saved, the Work notes field becomes mandatory.
Note: This feature is available only for new instances, starting with the Jakarta release.