Service Manager

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Default Priority Values

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 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