Recommended Default Incident Priority When SLAs Start at Priority 3

[shitner]

Hi everyone,

I’m looking for some advice on Incident priority best practices.

Our Incidents currently start at Priority 4, but we don't have any SLAs configured for Priority 4. Our SLA definitions start at Priority 3.

Would it make more sense to have new Incidents default to Priority 3 so that they are covered by an SLA? Or is it better practice to leave the default at Priority 4 and only move an Incident to Priority 3 when it meets the appropriate criteria?

How are others handling this in their ServiceNow environments?

Thanks!

[AndersBGS]

Hi

Your question is very incident process specific and not something that we can comment on. You should instead ask you process owner how the incident process should be in connection with the SLA.