---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Define priority lookup rules

# Define priority lookup rules {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Define impact and urgency of an incident to calculate the priority. The priority
calculation can then be used to prioritize work and drive service level
agreements.

## Vorbereitungen

Role required: data_lookup_admin, or admin

## Prozedur

1. Navigate to AllSystem PolicyRulesPriority Lookup Rules.
2. Click New.
3. On the form, fill in the fields.  
   {#def-prio-lookup-rules__table_szz_232_s3b__entry__2}

   | Field | Description |
   |-|-|
   | Impact | Impact is a measure of the effect of an incident, problem, or change on business processes. |
   | Urgency | Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact. |
   | Priority | Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task. |
   | Application | Application scope of the rules. The scope defines whether the rules are available for all applications or for scoped applications. |
   | Active | Option to define whether the rule is active or not. |
   | Order | Sequence in which the rules appear in the priority lookup list. This field indicates the sequence of the rule that is executed first. |
   [ ]

   {#def-prio-lookup-rules__table_szz_232_s3b}  
   Hinweis:  
   Priority is calculated according to the following sample data lookup
   rules:
   {#def-prio-lookup-rules__table_omc_q5c_wy__entry__3}

   | Impact | Urgency | Priority |
   |-|-|-|
   | 1 - High | 1 - High | 1 - Critical |
   | 1 - High | 2 - Medium | 2 - High |
   | 1 - High | 3 - Low | 3 - Moderate |
   | 2 - Medium | 1 - High | 2 - High |
   | 2 - Medium | 2 - Medium | 3 - Moderate |
   | 2 - Medium | 3 - Low | 4 - Low |
   | 3 - Low | 1 - High | 3 - Moderate |
   | 3 - Low | 2 - Medium | 4 - Low |
   | 3 - Low | 3 - Low | 5 - Planning |
   [Tabelle : 1. Priority Data lookup rules]

   {#def-prio-lookup-rules__table_omc_q5c_wy}

   By default, the Priority field is read-only and must be set by selecting the Impact and Urgency values. To change how the
   priority is calculated, you can either alter the priority lookup rules or disable the Priority is managed by Data Lookup - set as read-only UI policy and create their own business logic.
4. Click Submit.