Priority Calculation
Incidents are rated by priority, which is a combination of the impact and urgency of the incident. The priority rating is used to determine the appropriate resolution time for the incident, which drives sending notifications, escalating, and service-level metrics. Impact and urgency are generally defined by ITIL, but the specifics are left to the organizations.
Impact is rated as low, medium, or high. It is a subjective measure of how much the incident is affecting the organization. This is frequently measured in terms of the number of users impacted or the level of impact to the organization. For example, an incident for a single end user not being able to access email would have a lower impact than an incident for all users ...
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