Use the following procedure to define a priority calculation table based on impact and urgency settings defined during the creation of an incident.
To set incident priority
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In the Service Manager console, click Administration.
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In the Administration pane, expand Administration, and then click Settings.
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In the Settings pane, click Incident Settings.
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In the Tasks pane, under Incident Settings, click Properties.
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In the Incident Settings dialog box, select Priority Calculation.
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For each of the High, Medium, and Low settings for both impact and urgency, select an incident priority value from 1–9, and then click OK.
To validate incident priority
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When you create a new incident or edit an existing one, the resulting priority setting must match the value that is entered in the table for a specific High, Medium, and Low setting that is defined for impact and urgency.