Administration → Additional Information → General Features → Modifying Urgency, Impact, and Priority
An item's Priority determines the sequence in which it will be addressed. High priority items should be addressed quickly and escalated up the organizational hierarchy, if necessary. Lower priority items can be addressed in a less urgent manner, and they should not be re-prioritized to expedite their resolution.
The default Service Manager includes five levels of priority, with 1 being the highest priority and 5 being the lowest priority.
ITIL defines priority as being based on the impact to the business and the urgency for which the resolution is required by the user or business. In other words, impact is a measure of how business critical the incident is and urgency is the speed required to resolve the incident. Service Manager automatically determines priority after you have selected the impact and urgency for an item.
The following table explains how the priority is determined based on impact and urgency:
The automatic calculation is performed by rules defined in SBM Composer and called by form actions.
You can make modifications to how the priority is calculated by changing these rules. Note that this change must be performed for each process app, such as Incident Management, Problem Management, and Change Management.
Copyright © 2012–2015 Serena Software, Inc. All rights reserved.