Default Priority Values
You can prioritize incidents, changes, and problems.
Three criteria determine when objects are processed. By default, the object form utilizes the following fields for processing:
- Impact. The impact is the extent to which the loss of service will impact the business organization. For example, if a single system is down, it will have less business impact than a server being down.
- Urgency. The affected user's tolerance for resolution delay. Urgency is usually time-related. For example, the loss of the Sales department's network printer before the end of the fiscal quarter might be assigned a greater urgency than at another time.
- Priority. The order in which it needs to be resolved, based on impact and urgency.
The default priority values are calculated as follows:
| URGENCY | ||||
| High | Medium | Low | ||
|
IMPACT |
High | 1 | 2 | 3 |
| Medium | 2 | 3 | 4 | |
| Low | 3 | 4 | 5 | |