Work order task priority

[Twhiting1]

I am trying to gather a better understanding on how Priorities are set at the incident level. Is there a way to standardize priority based on a Work order template, instead of it being subjective?

[BalaG]

Hi @Twhiting1   the priority setting in incident is not subjective. It is set via lookup tables. See doc link below for more details.

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

Hope this helps

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Bala Guthy

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[Twhiting1]

Okay awesome, thank you. After reading that we can define each work order template we have created based off an incident, and set the value of that incident to a standardized priority. So anytime a specific incident happens and we have created the value of that incident in a lookup table, the priority will follow based on the values we have added to the impact and urgency. Am I understanding that correctly?

Thank you!