Home > Priority - Problem
The Priority determines the timeframe in which a Problem should be handled and sets the service level targets adopted by the Problem that drive the SLA triggers and actions. It represents the degree of importance of the Problem to the Customer and also indicates the urgency of the Problem to the Technician.
A Problem can have one of four possible priorities:
Low
Medium
High
Urgent.
The Administrator configures the options for determining the Priority within the Setup>Privileges>Request tab. The Priority options include:
Selected Priority - where the system configured default Priority is applied to the Problem but can be manually adjusted by the User
Derived Priority - where the Impact is derived from the Item Criticality and the User enters the Urgency, enabling the system to calculate the Priority.
Urgency: The value selected reflects how quickly a resolution is required
Impact: The value selected indicates the impact the Problem has on the User and Organization. The higher the Impact the higher the Priority to resolve the Problem.
If the Administrator has set the Request Priority option to Derived, the Priority of a Problem results from the Impact being mapped from the Criticality of the Item and then combined with the selected Urgency. However, if required, the Impact can be manually adjusted within the Problem Information screen to affect the Priority.
The following table displays the calculations applied by the system using the Item Criticality mapped directly to the Problem Impact, to determine a Request's Priority:
The above calculations result in the following Priorities:
