Configuring the priority of incident requests

As an administrator, you can configure the priority of incident requests for a company. 

When an incident is automatically created, you cannot set the priority (the default value is Medium). However, as an administrator, you can map the incident priority so that similar existing incidents are automatically assigned the same priority. Additionally, when you configure this mapping, any incident that is newly created in the system with the criteria that you have set will be assigned the same priority automatically. You can configure the incident priority based on the alarm, CI, and the incident.

To configure the incident priority mapping

Perform the following steps to get to the starting point for the actions that follow:

1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
2. From the ITSM Application, under Settings, select Network Service Operations > Incident Priority Mapping.

The following slideshows explain the steps to configure the priority of incidents.

To create an incident priority mapping

(Click the forward play icon to see the entire process)

1. Click +Mapping to open the Create incident priority mapping window.
2. In the Name field, enter the name of the priority mapping.
3. In the Company field, select the required company.
4. In the Precedence field, enter the value in a number format. For example, 50.
5. (Optional) Enter the required information for the fields under the Alarm fields, CI fields, and the Incident fields sections.
6. Under the Priority section, select the value for the Impact and Urgency fields.
   The value for the Priority field is populated automatically.
7. Click Save.

To edit an incident priority mapping

(Click the forward play icon to see the entire process)

1. From the Incident Priority Mapping window, select the required priority mapping.
2. In the Edit Incident priority mapping window, edit the required fields.
3. Click Save.

To delete an incident priority mapping

(Click the forward play icon to see the entire process)

1. From the Incident Priority Mapping window, select the required priority mapping to be deleted.
2. Click Delete.
3. In the Warning dialog box, click Yes.

Use cases

Consider the following scenarios:

• If an incident is created from an alarm, BMC Helix Telco Extensionssearches the incident prioritization lookup mapping for a matching record that includes the Alarm fields. If the secondary alarm is moved as a primary alarm and that alarm matches the incident priority mapping settings, the priority of the incident changes accordingly.
• When an incident is created from the UI or from the Interface form and if the Reported Source is Systems Management and the Service Type is Infrastructure Event, the priority value will be checked against the incident priority mapping configuration and the priority will be updated accordingly for that created incident. However, if the incident's priority is already higher than the mapping that is returned from the configuration, the priority of the incident is retained. For example, if the priority for the created incident is Critical and the incident priority mapping configuration returns the Priority value as High, the priority of Critical is retained for the created incident.
• When a new incident is created, BMC Helix Telco Extensionssearches the incident prioritization lookup mapping for a matching record.
  • If the record is found, the Impact, Urgency, and Priority for the incident will be set from the mapping record.
  • If multiple records are found, the mapping with the highest precedence will be used for the new incident.
  • If no matching record is found, the Impact, Urgency, and Priority that was set while the incident was created is used.
• If you create an incident without an alarm, BMC Helix Telco Extensions uses the highest precedence rule that matches the Company field and then checks the other fields.