Priority - What is the use of priority field in servicenow

[brnvamsi]

What is the use of priority field in servicenow

[Pradeep Sharma]

Hello Vamsi,

• Impact measure the effect of an incident on business processes. We can evaluate the impact based on several criteria
  • amount of affected users
  • potential financial losses
  • amount of affected services
  • deficiency of rules and laws
  • enterprise reputation
  • other
• Urgency is the time it takes to an incident to have a significant impact on business.
  • a period where a system is considered as more critical
  • when some systems are identified critical with a high availability level
• Priority is based on impact and urgency, and is used to identify required times for actions to be taken.
  • The allocation of a priority code determines how the incident is being taken care of by the tool and the support staff. In ServiceNow, using the fields impact and urgency is optional to obtain a priority.

[Deepak Kumar5]

It is like Severity uses by many tools.

[sasikanthsagi]

Hi Vamsi

Assume there are 100 incidents created and you need to work on them. You need to start from one right, so which one is that??? Priority field is there to help you on this situation.

Based on the IMPACT of the incident on the environment and the URGENCY to fix that, PRIORITY will be decided.

Example:

Following are three incidents with priorities

INC1         Priority: Moderate
INC2         Priority: High
INC3         Priority: Low

INC2 is the first one which needs your attention. Then INC1 and at last INC3.

Refer Managing incident priority for better understanding.

Regards
Sasi