Urgency/Impact/Priority

Hi Leah!

Here's some basic information regarding these fields:

In the [Urgency] field use the drop-down list to select the urgency of resolving the service request.

Use the [Impact] field to specify the consequences of an incident or a service request for the user. For example, take into account such factors as the number of users or business processes that are affected by this incident. Select the value from the drop-down list, for example, “Low”, “Medium” or “High”.

The [Priority] field is designed to specify the relative importance of an incident or a service request. By default the priority is determined automatically based on the values in the [Urgency] and [Impact] fields. For example, if a service request has high urgency and lowimpact, the priority will be set to “Medium” by default. If necessary, you can select a different value of the priority. This is a required field.