---
sourceDocument: Australia Sales and Order Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/order-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Sales and Order Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Calculating the order priority

# Calculating the order priority {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Order priority is calculated based on the rank defined in the decision table and the weightage assigned to each table.  
The rank and weightage can be a number between 0 to 100 and priority levels are defined as follows:

* Critical: 80 - 100
* High: 60 - 80
* Medium: 40 - 60
* Low: \<40
{#order-mgmt-priority-calculate__ul_ijm_jtm_xvb}  
Hinweis:  
Depending on your business requirements, you can modify the order priority by editing the rank and weightage in the sn_ind_tmt_orm.PriorityManagement extension script. This extension point script is used to manage priority ranks from decision tables for order line items. Any changes made in the script will override the rank and rank and weightage defined in the decision tables.

Priority is calculated as follows:

sum of (rank \* weight)/sum of weight

For example, if the rank and weight for each decision table is defined as follows:
{#order-mgmt-priority-calculate__table_rws_r5m_xvb__entry__3}

| Decision table | Rank | Weight |
|-|-|-|
| Customer | 100 | 10 |
| Specification | 80 | 25 |
| Order type | 80 | 35 |
| Urgency | 60 | 30 |
[ ]

{#order-mgmt-priority-calculate__table_rws_r5m_xvb}

In this example, priority is calculated as:

Priority = (100 \* 10 + 80 \* 25 + 80 \* 35 + 60 \* 30) / (10 + 25 + 35 + 30) = (7600)/100 = 76  
The order priority is set to high in the customer order and in the order line items.  
Hinweis:  
The highest priority specified for the order line items is used to set the priority for the customer order. The order line item priority is then propagated to the corresponding domain orders and order tasks.

## Adding a new priority rule {#order-mgmt-priority-calculate__section_zhn_bz4_gwb}

Apart from the rules defined in the decision tables provided with the base system (see [Configuring order priority and routing](https://servicenow-prod.fluidtopics.net/WiCaKd8b0ERBtrCgLs3xLw "As a provider, you can configure various parameters to prioritize and route orders to ensure that they are fulfilled on time.")), you can create additional decision tables and a new extension point implementation to add new priority rules. To create a new priority rule, follow these steps:

1. Navigate toAllDecision tables.
2. Click New and select Decision table.
3. Enter a name for the decision table, select the application and application scope for the decision table and click Build decision table.
4. Define the inputs and conditions for the decision table.
5. Add the Rank in the Result column and click Save.
6. Navigate to AllSystem Extension PointsScripted Extension Points.
7. Click the sn_ind_tmt_orm.PriorityManagement script.
8. Click Create implementation in the Related Links section.
9. Enter a name for the new script (implementation) and edit the getRank() and getWeightage() methods in the script to return the rank and weightage values and click Update. A sample implementation script is shown below:
{#order-mgmt-priority-calculate__ol_dhd_cfp_gwb}

    var PriorityManagement = Class.create();
    PriorityManagement.prototype = {
        initialize: function() {},
        getRank: function(customerOrderItemGr) {
            /*
                get rank from decision policy or scripting
                return rank;
            */
            return getRankFromNewDecisionTable(customerOrderItemGr);
        },
        getWeightage: function(){
            /*
                get weightage to calculate priority
                weight should be an integer value, and range is from 0 to 100.
                return weight;
            */
            return weight_value_for_this_decision_policy;
        },
        type: 'PriorityManagement'
    };

## Calculating the priority for external orders {#order-mgmt-priority-calculate__section_rd3_5tn_xvb}

Orders created by external order capture systems can also be processed by Order Management for Telecommunications. In this case, for

* Order line items:
  * If a valid priority value has been defined for the external order, this value is used to calculate the priority.
  * If a priority value has not been defined or is invalid, the order priority is calculated by the Order Management for Telecommunications system.
  {#order-mgmt-priority-calculate__ul_mcj_q5n_xvb}
* Customer orders: The priority value is calculated based on the categories defined in the decision tables and this value overrides the value specified in the external order.
{#order-mgmt-priority-calculate__ul_ukm_2vn_xvb}
* **[Recalculating the order priority](https://servicenow-prod.fluidtopics.net/~7CGqWawEtasj_LQVbsxRQ)**   
  Manually update the priority field on customer order, order line items, domain orders, and order task forms.
* **[Order routing based on priority using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/dECbYS9UmxhjBwZAjNG3IQ)**   
  AWA can be used to automatically route customer orders based on priority to specific agent categories.