Explain about priority-1, priority-2, priority-3, priority-4, priority-5 tickets?

[lalitha3]

what are timings for p1,p2,p3, p4,p5 tickets?

[Mark Roethof]

Hi there,

Can you explain what you mean with "timings"?

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[lalitha3]

resolve timings?

[Mark Roethof]

So you mean SLA's perhaps?

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Allen Andreas]

Hello,

There are out of box Service Level Agreements (SLAs) for the incident table and separated by priority: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/...

The priorities are an outcome from the priority lookup rules: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/incident-management/task/... - which takes the urgency and impact field values and based on the combination of those two values, the priority is determined.

However, out of box, there's no "definitive" timing for resolution as that should be determined by your business. ServiceNow has default suggestions (as I mention above regarding SLAs), but you all would want to review these and adjust, if applicable.

Please mark reply as Helpful/Correct, if applicable. Thanks!