Configuring 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 as described in this topic.

To configure problem impact

The impact values map the four levels of impact to numerical impact weights. You can set the impact weight for each of the four levels of impact for 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 To configure problem prioritization below.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Problem Management > Advanced Options > Priority and Weight Ranges - Impact Values, and then click Open.

3. In the Configure Problem Impact form, search for the impact value, and then open it.

   The following graphic shows how you can configure problem impact.
   If you are creating new values for a specific company, see To configure problem priority weight ranges below.

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 the appropriate impact weight.
6. In the Description field, enter a descriptive note.
7. Click Save.

To configure problem urgency values

The urgency values map the four levels of urgency to numerical urgency weights. You can set the urgency weight for each of the four levels of impact for problem investigations and known errors. A complete set of global values are installed with Problem Management.

After you change the weight for an urgency level, you must reselect the urgency in each of the applicable prioritization formulas. For details, see To configure problem prioritization below.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Problem Management > Advanced Options > Priority and Weight Ranges - Urgency Values, and then click Open.

3. In the Configure Problem Urgency form, search for the appropriate urgency, then open it.

   The following graphic shows how you can configure problem urgency values.
   
   If you are creating new values for a specific company, see To configure problem priority weight ranges below.

4. To create a new value for a specific company, perform the following tasks:
   1. From the Form Name list, select whether this urgency value applies to problem investigations or known errors.
   2. Select the company to which this urgency value applies.
   3. Select the appropriate urgency.
5. Enter the appropriate urgency weight.
6. In the Description field, enter a descriptive note.
7. Click Save.

To configure problem priority weight ranges

The priority weight ranges 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 To configure problem prioritization below.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Problem Management> Advanced Options> Priority and Weight Ranges - Priority Weight Ranges, and then click Open.

3. In the Configure Problem Priority Weight Ranges form, search for the appropriate weight range, and then open it.

   The following graphic shows how you can configure problem weight ranges.

   

   If you are creating new weight ranges for a specific company, read this entire topic.

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, enter the lower (Priority Weight Range 1) and upper (Priority Weight Range 2) ends of the weight range.
   The Priority field is defined according to the priority weight range. 

   Example

   If the Priority Weight Range 1 field is set to 24 and the Priority Weight Range 2 field is set to 35, the priority is Critical.

   If the Priority Weight Range 1 field is set to 16 and the Priority Weight Range 2 field is set to 23, the priority is High. 

6. In the Description field, 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.

To configure problem prioritization

The Configure Problem Prioritization form displays the prioritization formulas. A complete set of global prioritization formulas is installed with Problem Management.

If you change the weight for an impact or urgency level, or change a priority weight range, you must reselect the impact or urgency in the applicable prioritization formulas.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Problem Management> Advanced Options> Priority and Weight Ranges> Prioritization.

3. In the Configure Problem Prioritization form, search for the appropriate prioritization, and then open it.

   The following graphic shows how you can configure problem priority.

   

   If you are creating new prioritization formulas for a specific company, see To configure problem priority weight ranges above.

4. To create a new prioritization formula for a specific company, perform the following tasks.
   1. From the Form Name list, select whether this prioritization formula applies to problem investigations or known errors.
   2. Select the company to which this prioritization applies.
5. As appropriate, select or reselect the impact level from the Impact list.
   The value of the impact weight is updated to the current value from the Configure Problem Impact form.
6. As appropriate, select or reselect the urgency level from the Urgency list.
   The value of the urgency weight is updated to the current value from the Configure Problem Urgency form.
7. In the Description field, enter a descriptive note.
8. Click Save.
9. Repeat steps 3 through 8 for each prioritization formula that contains a changed impact weight or changed urgency weight.