Guided questions for end-users to determine the priority of an incident/problem/change

[Neha Mahadik1]

Hi, 

Is there any way for end users to set priority of an incident/problem?

Would there be any question/option that will allow end-users/requestor to respond to a set of questions/criteria that will determine priority similar to Risk Assessment in CM module?

Thanks

[Aman Kumar S]

Hi @Neha Mahadik 

If your previous queries are answered, mark them as correct and close the thread.

[Neha Mahadik1]

Nope, it is not answered yet. This is a different question

[Aman Kumar S]

@Neha Mahadik 

That's why said "previous" questions.

https://community.servicenow.com/community?id=community_question&sys_id=6902cd551b695954c790ece6b04bcb2a

[Mahendra RC · Accepted solution]

Hello Neha,

You can have some question that can be asked to end users and based on those question's answer can set the Impact and Urgency of the incident which will calculate the priority of the incident. Also, if you want you can include impact and urgency field in your form that user will select and that will calculate the priority of the incident when incident is created.

But if it is not a strict requirement from customer then I would suggest you to not have such functionality where end user can determine the priority of the incident. because every issue for an end user is P1 and end user will raise most of the case with P1 Priority.

The Risk Assessment is done by specific team members who actually knows the Risk associated with any control failure. But since the incident will be raised by an end user who himself don't know the impact or urgeny of that issue they will raise incident with HIGH priority most of the time and by the time team change the priority the incident SLA may get breach. Also, end user may sometime escalate if the priority of the incident is reduced from say P2 to P4 by support team as per their analysis.

But if you want to implement this then you can use some question and achieve this.

Thanks.