How the Impact, Urgency, Priority will work. what is the relationship among them
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‎02-07-2019 09:38 AM
Hi,
How the Impact, Urgency, Priority will work. what is the relationship among them
can anyone let know the same.
Regards,
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‎02-07-2019 09:41 AM
If you are talking on the Incident table. Priority is calculated based on the Impact and Urgency. Please refer below.
Impact Urgency Priority
| 1 - High | 1 - High | 1 - Critical |
| 1 - High | 2 - Medium | 2 - High |
| 1 - High | 3 - Low | 3 - Moderate |
| 2 - Medium | 1 - High | 2 - High |
| 2 - Medium | 2 - Medium | 3 - Moderate |
| 2 - Medium | 3 - Low | 4 - Low |
| 3 - Low | 1 - High | 3 - Moderate |
| 3 - Low | 2 - Medium | 4 - Low |
| 3 - Low | 3 - Low | 5 - Planning |
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‎02-07-2019 09:54 AM
Hi Veera Raju,
Kindly refer to this link to understand the relationship between impact, urgency and priority fields. This is explained very clearly here.
https://community.servicenow.com/community?id=community_blog&sys_id=640e2a2ddbd0dbc01dcaf3231f9619f0
The priority field is automatically calculated based on the values of impact and urgency. If you want to make the changes to priority, then refer to this table dl_u_priority.
Kindly mark the answer as correct and helpful if this answers.
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‎02-19-2019 06:50 AM
Hi Veera raju,
If the question is answered, kindly mark my comment as a correct answer so that the question is removed from the unanswered list and others can benefit from it.
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‎02-07-2019 10:08 AM
Hi veera Raju,
- Impact: Business loss and potential damage (for example, financial, customer, regulation, security, reputation, brand) caused by the incident
- Urgency: Speed at which the business expects the incident to be resolved
- Priority: sequence in which the incident should be resolved
https://community.servicenow.com/community?id=community_blog&sys_id=640e2a2ddbd0dbc01dcaf3231f9619f0
Mark it as Helpful/ correct.if it helpful.
Regards
Raju T helu
