Priority Classification for Incidents

[CHARLES COULTER]

I am looking for information on the methodology that orgs are using in your priority classification for incidents? Are most using the out of the box method for priority or a custom method? How can ServiceNow use other attributes of an incident to drive an appropriate mitigation response without stating the impact before it is fully understood?

[Kiran Chitrada]

Hi Charles, 

That depends on the organizations and you can control the priority matrix from 'Priority Data Lookups' rules. Also you can configure the priority based on the datasource , caller ( vip/ premium) etc. It all depends on the organization requirement and process. These options can be configured/controlled from scripting.

Thanks 

Kiran