Define priority lookup rules for Problem Management in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Define the impact and urgency of the problem to calculate its priority. Use the priority calculation to prioritize your work and to drive service level agreements.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > System Policy > Rules > Priority Lookup Rules.
    2. Select New.
    3. On the form, fill in the fields.
      For more information about the available fields, see Data lookup for prioritizing problems.