---
sourceDocument: Xanadu Operational Technology Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/operational-technology

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Operational Technology Management

ft:clusterId :

    - optm

bundleId :

    - optm

workflow :

    - Technology


---

# Define a priority lookup rule for incidents

# Define a priority lookup rule for incidents {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Define the impact and urgency of an Operational Technology incident to calculate its priority. You can then use the priority calculation to prioritize your work and to drive service level agreements (SLAs) in your organization.

## Before you begin

Role required: ot_incident_admin

## Procedure

1. Navigate to AllIndustrial Workspace AdminOperational Technology Incident ManagementPriority Lookup Rules.
2. Select New.
3. On the form, fill in the fields.  
   {#define-priority-lookup-rules__table_szz_232_s3b__entry__2}

   | Field | Description |
   |-|-|
   | Impact | Measure of the effect of an incident on business processes. |
   | Urgency | Measure how long the resolution can be delayed until an incident has a significant business impact. |
   | Priority | Option that is based on the impact and urgency. The priority identifies how quickly the OT engineer should address the task. |
   | 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 | Order in which the rules appear in the priority lookup list. This field indicates which rule to execute first. |
   [Table 1. Priority lookup rule form]

   {#define-priority-lookup-rules__table_szz_232_s3b}  
   Note:  
   The priority is calculated according to the sample data lookup rules in the following table.
   {#define-priority-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 |
   [Table 2. Priority Data lookup rules]

   {#define-priority-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. Select Submit.
{#define-priority-lookup-rules__steps_p54_gj4_vvb}

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