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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Define priority lookup rules for Problem Management in Service Operations Workspace

# Define priority lookup rules for Problem Management in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define the impact and urgency of the problem to calculate its priority. Use the priority calculation to prioritize your work and to drive service level agreements.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSystem PolicyRulesPriority Lookup Rules.
2. Select New.
3. On the form, fill in the fields.  
   For more information about the available fields, see [Data lookup for prioritizing problems](https://servicenow-prod.fluidtopics.net/4eHa~aK8N08BKOvN6QNgzw "To follow ITIL guidelines, problem records are prioritized by the impact and urgency of the problem.").

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