The Change form includes fields to capture the impact and urgency of the RFC. These fields can be set as part of the Change Model using the Templates feature. The fields can also be populated based on the Service or CI that is identified for the Change. HPE Service Manager automatically calculates priority based on impact and urgency. The lists of values used for impact, urgency, and priority along with the calculation used to determine priority can be modified by the customer.

Impact codes include:

  • 1 – Enterprise
  • 2 – Site/Department
  • 3 – Multiple Users
  • 4 – User

Urgency and Priority codes include:

  • 1 - Critical
  • 2 - High
  • 3 - Average
  • 4 – Low