This documentation supports the 9.1 version of Service Desk.

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

Problem priority weight ranges

When the 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.

The priority weight ranges that you configure here determine the descriptive priority (such as Critical) displayed on the problem investigation or known error. A complete set of global priority weight ranges is installed with Problem Management.


After you change a priority weight range, you must reselect the impact and urgency in each of the applicable prioritization formulas. For details, see Problem prioritization.

To configure problem priority weight ranges

  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 - Priority Weight Ranges, and then click Open.
    The Configure Problem Priority Weight Ranges form appears.
  3. To modify a global priority weight range, search for the appropriate weight range, and then open it.

    Example of priority weight ranges for problem investigations

    Click the following figure to expand it.


    If you are creating new weight ranges 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 weight range applies to problem investigations or known errors.
    2. Select the company to which this weight range applies.
    3. Select the priority for which you are defining the weight range: Critical, High, Medium, or Low.
  5. In the Set Ranges area, type or select the lower (Priority Weight Range 1) and upper (Priority Weight Range 2) ends of the weight range.
  6. In the Description field, you can enter a descriptive note.
  7. Click Save.
  8. Repeat this procedure to define the weight range for each of the four priorities for both problem investigations and known errors.
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