Incident priority and data lookup rules

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

Supported metrics

Table 1. ITIL incident metric 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 calculation

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

When you initially create and save an incident, the Work notes field is not mandatory. If you change the priority of the incident by selecting different Impact or Urgency values on an incident 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.