Define impact and urgency of an incident to calculate the priority. The priority calculation can then be used to prioritize work and drive service level agreements.

Before you begin

Role required: data_lookup_admin, or admin

Procedure

  1. Navigate to All > System Policy > Rules > Priority Lookup Rules.
  2. Click New.
  3. On the form, fill in the fields.
    FieldDescription
    Impact Impact is a measure of the effect of an incident, problem, or change on business processes.
    Urgency Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact.
    Priority Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
    Application Application scope of the rules. The scope defines whether the rules are available for all applications or for scoped applications.
    Active Option to define whether the rule is active or not.
    Order Sequence in which the rules appear in the priority lookup list. This field indicates the sequence of the rule that is executed first.
    Note:

    Priority is calculated according to the following sample data lookup rules:

    Table 1. Priority Data lookup rules
    ImpactUrgencyPriority
    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 the priority is calculated, you 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.

  4. Click Submit.