Incident Significance of Priority as 5-Planing When we select Impact and Urgency as 1-Low : OOB

[pradeepgupta]

Hi All,

This is w.r.t. OOB priority matrix available for incident management.

When should service desk raise incident with Impact & Urgency as 3-Low, which auto sets Priority as 5-Planing.

What is the significance of 5-Planing? Is it related to enhancement, but enhancement does not come as incident, Please help me on this query.

[Mike Allen]

This is the lowest priority in the list.   I would put any incidents that have no effect on the system, have no real need to be cleaned.   My best example of this would be technical debt.   It needs to be removed, but it will be accumulated until there is enough of it to warrant the time spent cleaning it.

[david_legrand]

Well, in ITIL best practices, the Priority will be much used to be indicator of "When should we fix this incident?"

http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority

http://wiki.servicenow.com/index.php?title=Incident_Management#gsc.tab=0

So the significance of "5-Planning" is the one the organization gives to this label. It's still an incident but an incident who doesn't really affect many people and not that important to fix (if you don't know, the SLA is usually a good way to define the priority level).

Example: "On the ServiceNow instance, my name is 'daviid legrand' and not 'david legrand', could we fix that please?" Unless if the caller is really important and he threatens to call the CEO if the spelling isn't fixed within the next hour, it'll be a "priority 5" incident for the ServiceNow or the AD team to look at.

So the definition is the one you define with your company according the context of the company (but mostly questions, small UI issues, something less important than all the other incidents the teams could face).

regards,

[pradeepgupta]

Thanks all for your reply.

Actually, Priority 5-Planning makes confusion for user , even 5-Very Low make sense for user.

[Uncle Rob]

Its easy enough to alter, and a great opportunity to learn one of the best parts of choice lists:   Each choice has both a value and a label.   In this case the Priority's label is "5".   Only its label says "Planning".   We could make it BOB if we wanted to, but the value still remains 5.

This can serve two really useful purposes

• Allow multilingual support for choice lists.
• allow mathy analysis even though the labels are wordy.   (that is to say "which value is mathematically lowest = highest priority").

TL;DR

It doesn't really matter what OOB has for Urgency, Impact, Priority