Define priority lookup rules for Problem Management in Service Operations Workspace

---
title: Define priority lookup rules for Problem Management in Service Operations Workspace
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/define-priority-lookup-problem-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring Problem Management in Service Operations Workspace, Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

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

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 **All** > **System Policy** > **Rules** > **Priority 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/prioritise-problems.md).