Service Desk Priority Calculations

The STD Calculate Priority sub-procedure—used by the ITIL-based Incident service desk—calculates the priority for a ticket. The calculation considers ticket settings for Severity first, then Urgency to select:

• The value for the ticket's Priority field.
• The escalation time for the stage of the ticket.
• The goal time for the stage of the ticket.

Glossary

• Severity – Seriousness of the incident/service request.
• Urgency - Requiring or compelling speedy action or attention. The matter is urgent.
• Priority - The right of precedence over others. My first priority.

Severity and Urgency

The possible values for both Severity and Urgency are:

• High
• Medium
• Low

Priorities for Setting Escalation Times

The STD Calculate Priority sub-procedure references the following pre-defined procedure variables to set the escalation time for the stage of a ticket.

SLA Priorities for Setting Goal Times

The STD Calculate Priority sub-procedure references the following pre-defined procedure variables to set the goal time for the stage of a ticket.