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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Problem priority and weight ranges

When a user selects the impact and urgency of a problem investigation or a known error, Problem Management adds the numerical weights together to calculate the priority weight and assign a descriptive priority, such as Critical.

You can make changes to individual global values. To make a change for a specific company, however, you must create a complete set of values, weight ranges, and prioritization formulas for the company.

For a description of the issues related to priority and weight ranges and the procedures you perform to configure them, see the following topics:


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