priority matrix breakdown

[laboss]

Where could I see the priority matrix breakdown for Incidents and SCtasks

Thank you

[Community Alums]

Hi @laboss ,

It's defined in Priority lookup rules!!

Incident priority in ServiceNow:

The ServiceNow Incident module supports three factors for determining incident priority:

• Impact: Business loss and potential damage (for example, financial, customer, regulation, security, reputation, brand) caused by the incident
• Urgency: Speed at which the business expects the incident to be resolved
• Priority: sequence in which the incident should be resolved

In the ServiceNow base system, incident priority is determined by impact and urgency based on the following data lookup rules:

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

Data lookup rules allow administrators to create rules that set one or more field values when certain conditions are met. On the incident form, the Priority field is read-only and automatically set based on the values in the Impact and Urgency fields. That said, here's where things get interesting because administrators can:

• edit the priority lookup rules
• disable the Priority is managed by Data Lookup - set as read-only UI policy and create their own business logic

Editing priority lookup rules:

The priority lookup rules are stored in a data lookup table. The table is comprised of matcher and setter fields. The data lookup queries for values equaling the matcher fields. When the data lookup finds a match, it returns the setter field value. So, in our priority data lookup, if the query finds an Impact of Medium with an Urgency of Low, it returns a Priority of Low. You can edit the setter and matcher fields using the following process:

1. Navigate to System Policy > Rules > Priority Lookup Rules.
2. Click an order number. For example, click 600.
3. Edit the Priority Data Lookup. For example, if you clicked 600 in step 2, you could change the Priority from Low to Medium for an incident with an Impact of Medium and an Urgency of Low.
4. Edit or delete existing information and add new information as required.
   
   

Disabling priority UI policy:

UI policies can be used to dynamically change information on a form or define custom process flows. In the base system, there is an active incident priority UI policy. First, you need to disable that UI policy. Then, you can create your own business logic.

1. Navigate to System UI > UI Policies.
2. Filter the list to find the Priority is managed by Data Lookup - set as read-only UI policy.
3. Clear the Active option.
   

[Dr Atul G- LNG]

Hi Mate,

Greetings!!

There are 2-3 priority matrix provided by SN in baseline system (Inc and Problem). You can search in navigator -- Data Lookup and it will give you more clarity.

If you want to create new one follow this video - https://youtu.be/HOCFnwyWp60

Please mark my answer helpful / solution accepted if it serves your purpose.

Regards

Atul G