Information Technology Reference
In-Depth Information
Incident priority
Service Manager determines incident priority using the settings you configure related to inci-
dent impact and incident urgency. You configure incident priority using the Incident Settings
dialog box. You can configure priority values from 1 to 9 in a table where urgency is mea-
sured on one axis, and impact is measured on the other.
In almost all cases, organizations will assign a priority of 1 to high impact/high urgency
incidents, and a priority of 9 to low impact/low urgency incidents. Priority values determine
the assigned incident target resolution time. You configure incident target resolution time
on another page of the same dialog box. To configure incident priority calculation settings,
perform the following steps:
1.
Select the Settings node of the Administration workspace of the Service Manager
console.
Double-click Incident Settings in the details pane. This opens the Incident Settings
dialog box.
2.
In the Priority Calculation section of the Incident Settings dialog box, shown in Figure
4-18, configure priority settings from 1 through 9 based on the combination of impact
and urgency.
3.
FIGURE 4-18
Priority calculation
