What is the criteria to set Priority?

[Neha Mahadik1]

What is the criteria to set priority of an incident/problem?

I know it involves impact and urgency however if there are any other factors available could anyone mention those?

Thanks!

[Aman Kumar S · Accepted solution]

Hi @Neha Mahadik 

Impact	Description
Low	A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort. A minimal number of customers are affected and/or inconvenienced but not in a significant way. The financial impact of the Incident is (for example) likely to be less than $1,000. The damage to the reputation of the business is likely to be minimal.
Medium	A moderate number of staff are affected and/or not able to do their job properly. A moderate number of customers are affected and/or inconvenienced in some way. The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000. The damage to the reputation of the business is likely to be moderate.
High	A large number of staff are affected and/or not able to do their job. A large number of customers are affected and/or acutely disadvantaged in some way. The financial impact of the Incident is (for example) likely to exceed $10,000. The damage to the reputation of the business is likely to be high. Someone has been injured.

Urgency	Description
Low	The damage caused by the Incident only marginally increases over time. Work that cannot be completed by staff is not time sensitive.
Medium	The damage caused by the Incident increases considerably over time. A single user with VIP status is affected.
High	The damage caused by the Incident increases rapidly. Work that cannot be completed by staff is highly time sensitive. A minor Incident can be prevented from becoming a major Incident by acting immediately. Several users with VIP status are affected.

Priority for Impact x Urgency		Impact
		1 - High	2 - Medium	3 - Low
Urgency	1 - High	1 - Critical	2 - High	3 - Moderate
	2 - Medium	2 - High	3 - Moderate	4 - Low
	3 - Low	3 - Moderate	4 - Low	5 - Planning

Check below links for better understanding:

Priority - What is the use of priority field in servicenow

You can set this using priority lookup table:

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/tas...

Feel free to mark correct, if your issue has been resolved, so it ends up in solved queue.

Will be helpful for others looking for the similar query.

[Aman Kumar S]

@Neha Mahadik 

Is your issue resolved or any follow - up needed?

Feel free to mark correct, if your issue has been resolved, so it ends up in solved queue.

Will be helpful for others looking for the similar query.

[Community Alums]

Hi @Neha Mahadik ,

This Article is good to refer and understand :Managing incident priority

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep