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

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, click Incident Settings.

  4. In the Tasks pane, under Incident Settings, click Properties.

  5. In the Incident Settings dialog box, select Priority Calculation.

  6. 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

  • 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.