This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Problem Management impact

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

The impact values, which you configure here, map the 4 levels of impact to numerical impact weights. You can set the impact weight for each of the four levels of impact for both problem investigations and known errors. A complete set of global values are installed with Problem Management.


After you change the weight for an impact level, you must reselect the impact in each of the applicable prioritization formulas. For details, see Problem prioritization.

To configure problem impact

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Problem Management > Advanced Options > Priority and Weight Ranges - Impact Values, and then click Open.
    The Configure Problem Impact form appears.
  3. To modify a global value, search for the impact value, and then open it.

    Configure Problem Impact form

    Click the following figure to expand it.


    If you are creating new values for a specific company, you must first read this entire section, starting with Problem priority and weight ranges.

  4. To create a new value for a specific company perform the following tasks:
    1. From the Form Name list, select whether this impact value applies to problem investigations or known errors.


      If an impact value applies to both problem investigations and known errors, you must create two impact values — one for the Problem Investigation form and the other for the Known Error form.

    2. Select the company to which this impact value applies.
    3. Select the appropriate impact.
  5. Enter or select the appropriate impact weight.
  6. In the Description field, you can enter a descriptive note.
  7. Click Save.
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