Default Priority Values
1 min
You can prioritize incidents, changes, and problems.
The impact and urgency determine when business objects are processed. By default, the business 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 application 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 |