This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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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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