what is priority lookup role

[pulisowjany]

want the details about priority lookup role

[Anand Kumar P]

Hello @pulisowjany ,

Priority in ServiceNow is calculated based on Impact and Urgency. This helps the system automatically determine how quickly an incident should be addressed and drives SLA behavior.

You must have one of the following roles:

• data_lookup_admin
• admin

Steps to Create or Modify Priority Lookup Rules

1. Navigate to
   All > System Policy > Rules > Priority Lookup Rules
2. Click New
3. Fill in the required fields:

Field Explanation

• Impact – Defines how much the issue affects business operations.
• Urgency – Defines how quickly the issue needs to be resolved.
• Priority – Automatically calculated based on Impact and Urgency.
• Application – Defines whether the rule applies globally or only to a specific scoped application.
• Active – Check this to enable the rule.
• Order – Determines execution sequence. Lower order runs first.
• 

   

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Thanks,
Anand

[Dr Atul G- LNG]

Hi @pulisowjany 

https://youtu.be/zusa_YSlEvk

[Tanushree Maiti]

ServiceNow priority lookup rules automatically determine incident priority based on Impact and Urgency, using Data Lookup tables to map these values to a specific priority level.

Located under System Policy > Rules > Priority Lookup Rules, 

For more details, go through it: 19. Priority Lookup Rules in ServiceNow | Incident Management Made Simple

and other youtube videos on it.