I’ve written before about Assignment Lookups and in this article I’ll show you how you can use a ‘Priority Lookup’ table to get away from writing and modifying your priority matrix in code and allow non-admin users to be able to manage this matrix for you. One of the things I talked about was how you can get yourself out of the code by using lookup tables. The Incident Priority Matrix represents the scale used to determine priority.
Last week at Knowledge11, I presented at an incident management session. You also have to know where that calculation takes place (the ‘calculatePriority’ business rule). The priority matrix is completely code-based so admins are really the only ones who can modify it. While this setup works fine, it’s not very user-friendly to configure.
The matrix is outlined in this article along with a downloadable incident priority matrix in excel format. Download our Priority Matrix and find out how to better prioritize incidents in your organi z ation. A priority matrix is an important tool to help you weigh different factors and determine which tasks and projects to complete first. As mentioned in the article on Incident Priority, determining the priority of an incident is foundational to incident management. Example of an incident management priority matrix. ServiceNow comes with these prioritization fields and also includes a default calculation for you. The incident priority matrix is an important tool to help prioritize what incidents are worked on first. Priority matrix is defined, that sets Priority for particular combinations of impact and urgency. On the PRIORITY MATRIX page, click ADD NEW. Impact and Urgency drive a Priority calculation that can then be used to prioritize work and drive SLAs (among other things). To configure Priority Matrix: Select Incident > Configuration > SLA Configurations > Priority Matrix. One of the basic pieces of any ITIL-based incident management setup is a priority matrix.