Incident Priority Lookup

By |2018-07-09T14:59:59-05:00May 23rd, 2011|Categories: System Definition|Tags: , , , |

One of the basic pieces of any ITIL-based incident management setup is a priority matrix. Impact and Urgency drive a Priority calculation that can then be used to prioritize work and drive SLAs (among other things). ServiceNow comes with these prioritization fields and also includes a default calculation for you. While this setup works fine, it’s [...]