Incident data model: Priority

The Incident record form includes fields to capture impact, urgency, and priority. Service Manager automatically derives the priority code based on the impact and urgency codes, but this mechanism can be manually overridden.

Service Manager automatically assigns urgency based on the Category of a record. However, system administrators can define additional rules for assignment based on any parameter, such as the CI that is the subject of the record, the caller who is the subject of the record, an SLA associated with the record, and so on.

An Incident record has the following impact and urgency codes.

Impact codes:

  • 1 - Enterprise
  • 2 - Site/Dept
  • 3 - Multiple Users
  • 4 - User

Urgency and priority codes:

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

Related topics

Priority, impact, and urgency

Incident Details section

Prioritizing incidents, problems, requests, and changes

Open an incident