Priority

Updated on 24 May 2024
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Priority is a measure of impact and urgency of an incident. Impact is the severity of the fault and measures how much downtime or how many end sures are affected by the incident. Urgency indicates how quickly the incident needs to be resolved.

User Persona: Administrator

Use Case User Persona: Administrator	Solution
NovaTech has a scenario where the company's website has crashed, and customers are unable to access its services.	To resolve this, Administrator sets incident priorities to guarantee efficient resource allocation and fast resolution of the most urgent problems. The application of priority in Incident Management guarantees that problems are handled in the most efficient sequence, with the most important concerns being handled first.

Configure Priority

1. Navigate to Design Studio > Module > Configuration > SLA Configuration > Priority. The admin can view the list of all configured Priority To learn more about managing the list page navigate to Manage Priority.

Figure: Priority

2. Click New on the right side of the page. All the configured Priority values are used across the Service Management module.

Figure: Priority New

Field	Description
Tenant*	A Tenant is similar to a Department within an organization that provides support related to an IT or facility. For example: IT, HR, Facilities etc.
IM Priority	Enter the name of the IM Priority. These are standardized codes which facilitates tracking and analysis of solutions implemented.
Description	Specify a brief description of the Priority. The description will match the priority ID based on its impact.
Sort Order	Select the sort order in which the Priority is displayed or listed within the ITSM system when Analysts are selecting or viewing them.
Highlight Colour	Select a color from the color box to associate it with the respective Priority. This color code is displayed for the Incidents with this Priority.
Default	Select this check box to display this Priority value as the default Priority value on the other pages of the application.
Active	Indicates the status of the Priority value. If selected, the Priority value becomes an available option on the other pages of the application. If not selected, the Priority value becomes an inactive value. The inactive Priority values are not displayed in the Priority list on the other pages of the application.

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Manage Priority

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