Define the impact and urgency of an Operational Technology incident to calculate its priority. You can then use the priority calculation to prioritize your work and to drive service level agreements (SLAs) in your organization.

Before you begin

Role required: ot_incident_admin

Procedure

  1. Navigate to All > Industrial Workspace Admin > Operational Technology Incident Management > Priority Lookup Rules.
  2. Select New.
  3. On the form, fill in the fields.
    Table 1. Priority lookup rule form
    FieldDescription
    Impact Measure of the effect of an incident on business processes.
    Urgency Measure how long the resolution can be delayed until an incident has a significant business impact.
    Priority Option that is based on the impact and urgency. The priority identifies how quickly the OT engineer should address the task.
    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 Order in which the rules appear in the priority lookup list. This field indicates which rule to execute first.
    Note:

    The priority is calculated according to the sample data lookup rules in the following table.

    Table 2. 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. Select Submit.