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

   

   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.
   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, 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.