Incident Priority Calculation based on Impact and Urgency Weight

[ramandeepgarg6]

Hi experts,

There are 3 fields (Impact, Symptom(relabeled Urgency field)  and Type of Impact). Based on it, incident priority has to be calculated. There are all many custom choices for these three fields. Each choice is given a weight. Based on total weight, priority has to be set. Could you please suggest approach to meet this requirement?

Example: "Impact" = "Worldwide Customers" (Weight = 16), "Symptom" = "Service Down" (Weight = 10) and "Type of Impact" = "Revenue Loss" (Weight = 16).

So, Total weight = 16+10+16 = 42. If total between 31 and 43 then set priority "P1-Critical". if If total between 21 and 30 then set priority "P2-High" and so on for priority 3 and priority 4.

Regards
Ramandeep

[Tony Chatfield1]

Hi, I would not recommend adding an additional option to the Priority matrix as the end result is most likely to be that end users rarely select all 3 values correctly - selecting 2 values consistently is already too complex for many.

To disable the existing priority matrix functionality the documentation indicates

"By default, the Priority field is read-only and must be set by selecting the Impact and Urgency values. To change how priority is calculated, administrators can either alter the priority lookup rules or disable the Priority is managed by Data Lookup - set as read-only UI policy and create their own business logic."

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/incident-management/task/def-prio-lookup-rules.html

If you cannot alter the OOB data lookup, or create one that meets your requirements

https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/field-administration/reference/r_CreateCustomDataLookups.html#r_CreatingCustomDataLookups

Then you could use a before BR to deliver the same functionality.

[erikbartholdy]

hi,

there is a product called Spotlight 

you can configure your own weighting parameters and scale.

https://docs.servicenow.com/bundle/sandiego-now-intelligence/page/use/performance-analytics/concept/spotlight.html 

that should do the trick 🙂 

Br Erik