Priority levels are set by a combination of Impact and Urgency settings. The different levels of each will affect how high the ticket's priority is set.
Impact: A measure of the effect that the issue is having on the business. Often equal to the extent to which agreed or expected levels of service may be distorted. Together with urgency, it is the major means of assigning priority for dealing with cases.
Urgency: The speed that is considered appropriate to resolve an issue of a given impact.
Note: A case submitted by email is automatically assigned a priority of 4. If a higher priority is required, please call the Service Desk or submit the case via the online portal.
Figure: A chart detailing the priority levels for cases.
Figure: A chart explaining the relationship between Impact and Urgency.
Important: The priority of each case is reviewed against this criteria upon receipt. If the issue identified does not meet the criteria to warrant the priority set, the case will be reprioritized appropriately and a communication will be sent to notify you.
