Best practices for ticket in 'planning' priority?

[ambert]

Hi SNOW Community,

What does everyone feel is the best practices for having a 'planning' priority where a ticket doesn't have an SLA attached to it, we're waiting on a vender or where the record is for something occurring far in the future?

Since we can't edit the state field in Express, we're using the priority level 4-Planning to pause the clock.   However, from the techs perspective, this seems to cause some confusion since the SLA Due still states a date and time for when the SLA is due.

Thoughts?

Thanks!

[gemini17]

Hello Amber:

ITIL uses three metrics: Impact, Urgency,   & Priority     ITIL also suggests, that Priority be made dependent on Impact   & Urgency.   In the base system in ServiceNow, Priority is generated from urgency and impact according to data look up rules.   By default Priority is read-only.   If you are an Admin, you can change how Priority is calculated according to your organization's requirements.   for more detailed information refer to the following link:   Incident Management - ServiceNow Wiki .

Hope this is helpful.

P.S.   Mark it Correct and Helpful

Kind regards

Danny