1.0 Incident Impact, Urgency, and Priority

The Ticket Priority in servicenow is a combination of Impact and Urgency. Below are the definitions and the lookup that servicenow follows. 

• 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.  

pivot Room Priority maps to servicenow Incident Impact. In pivot, Room Priority can be setup as High, Medium, or Low and Alert level will be High, Medium, and Low accordingly. Whether a pivot Room is Booked will map to servicenow Incident Urgency. If a room is booked, Urgency will be Medium, otherwise it will be Low. 

pivot Room Priority → servicenow Impact	pivot Room Booked → servicenow Urgency	servicenow 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

2.0 Ticket Data Mapping

When a ticket is created automatically or submitted manually from pivot to servicenow, following fields will pass from pivot to servicenow. Configuration Item will be populated when servicenow Ticket Management Integration is implemented. 

See the table in the pdf file found here

3.0 Incident Status Mapping

In pivot, there are 3 incident statuses, and in servicenow there are 8. The mappings are as below. 

pivot	servicenow
active	New
active	In Progress
active	On Hold … (depending different reason, it will be On Hold-Awaiting Problem, On Hold-Awaiting User Info, On Hold-Awaiting Evidence)
resolved	Resolved
closed	Closed
closed	Canceled