Table 5-3 and Table 5-4 show the mapping between the Enterprise Manager ticket priority/severity values and how the corresponding values are set in ServiceNow based on those incidents.
Note:
ServiceNow Incident Priority is calculated from Impact and Priority as described in the Incident Management section of the ServiceNow Product Documentation Wiki:
http://wiki.servicenow.com/index.php?title=Incident_Management#gsc.tab=0
Table 5-3 Enterprise Manager-to-ServiceNow Priority Mapping
| Enterprise Manager Priority | ServiceNow Impact | ServiceNow Urgency | ServiceNow Priority |
|---|---|---|---|
|
Urgent |
1 |
1 |
1 |
|
Very High |
1 |
2 |
2 |
|
High |
2 |
2 |
3 |
|
Medium |
2 |
3 |
4 |
|
Low |
3 |
3 |
5 |
Note:
The Enterprise Manager priority is used whenever it is set (that is, overrides severity code setting). Otherwise, the Enterprise Manager severity code is used.
Table 5-4 Enterprise Manager-to-ServiceNow Severity Mapping
| Enterprise Manager Severity Code | ServiceNow Impact | ServiceNow Urgency | ServiceNow Priority |
|---|---|---|---|
|
FATAL |
1 |
1 |
1 |
|
CRITICAL |
1 |
2 |
2 |
|
WARNING |
2 |
2 |
3 |
|
ADVISORY |
2 |
3 |
4 |
|
Anything else but CLEAR |
3 |
3 |
5 |
Note:
ServiceNow Incident is Closed/Resolved when the Enterprise Manager severity code becomes CLEAR.