---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Define priority lookup rules

# Define priority lookup rules {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Define impact and urgency combinations that determine incident priority and the SLA for each priority for an organization. Only administrators and data lookup administrators can configure these rules.

## Before you begin

Role required: data_lookup_admin or admin

## About this task

Priority lookup rules are organizational configurations set by administrators. These rules define how impact and urgency values combine to determine the priority of each incident. Individual incident responders cannot change the
priority lookup rules. If the calculated priority seems incorrect for your organization, contact your administrator to review the configured rules.

## Procedure

1. Navigate to AllSystem PolicyRulesPriority Lookup Rules.
2. Select New.
3. On the form, fill in the fields.  
   {#def-prio-lookup-rules__table_szz_232_s3b__entry__2}

   | Field | Description |
   |-|-|
   | Impact | Measure of the effect of an incident, problem, or change on business processes. |
   | Urgency | Measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact. |
   | Priority | Value based on impact and urgency that identifies how quickly the service desk should address the task. |
   | Application | Application scope of the rules. The scope defines whether the rules are available for all applications or for scoped applications. |
   | Active | Option to define whether the rule is active or not. |
   | Order | Sequence in which the rules appear in the priority lookup list. This field indicates the sequence of the rule that is executed first. |
   [Table 1. Priority Lookup Rules form]

   {#def-prio-lookup-rules__table_szz_232_s3b}  
   Note:  
   Priority is calculated according to the following sample data lookup rules:{#def-prio-lookup-rules__table_DataLookupRules__entry__3}

   | 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 | 4 - Low |
   [Table 2. Priority data lookup rules]

   {#def-prio-lookup-rules__table_DataLookupRules}

   By default, the Priority field is read-only and must be set by selecting the Impact and Urgency values. To change how the
   priority is calculated, you can either alter the priority lookup rules or disable the Priority is managed by Data Lookup - set as read-only UI policy and create their own business logic.
4. Select Submit.  
   Note:  
   When you initially create and save an incident, the Work notes field isn't required. If you change the priority of the incident by selecting different Impact or
   Urgency values on an incident form that was saved, the Work notes field becomes required.

*[\>]: and then