Configuring problem priority and weight ranges

When a user selects the Impact and Urgency level of a problem investigation or a known error, Problem Management adds the numerical weights to calculate the Priority Weight and assign a descriptive Priority, such as Critical.

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

To configure problem impact

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 set 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.

1. In Mid Tier, in 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. On the Configure Problem Impact form, search for the impact value, and then open it.

   
   
   

4. To create a new value for a specific company, perform the following steps:
   1. From the Form Name list, select whether the 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 the 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

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 urgency for problem investigations and known errors. A complete set of global values are installed with Problem Management.

After you set 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.

1. In Mid Tier, in 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. On the Configure Problem Urgency form, search for the appropriate urgency, then open it.

   
   
   

4. To create a new value for a specific company, perform the following steps:
   1. From the Form Name list, select whether the urgency value applies to problem investigations or known errors.
   2. Select the company to which the 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

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

After you set 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.

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

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

   
   
   

4. To create a new value for a specific company, perform the following steps.
   1. From the Form Name list, select whether the weight range applies to problem investigations or known errors.
   2. Select the company to which the 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 steps 3 through 7 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 for problems. 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. In Mid Tier, in 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. On the Configure Problem Prioritization form, search for the appropriate priority, and then open it.

   
   
   

4. To create a new prioritization formula for a specific company, perform the following steps.
   1. From the Form Name list, select whether the prioritization formula applies to problem investigations or known errors.
   2. Select the company to which the prioritization applies.
5. Select or reselect the impact level from the Impact list.
   The value of the Impact Weight field is updated to the current value from the Configure Problem Impact form.
6. Select or reselect the urgency level from the Urgency list.
   The value of the Urgency Weight field 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.