We utilize impact and urgency to help us prioritize requests. Please use the following tables to determine your request's respective values.

Impact

Impact values are based off the number of affected users and services

Impact Value	Number of affected devices/services
Extensive	Nearly all devices on a network not functioning as expected or service failure
Major	Serious degradation of service functionality or high profile users being affected
Moderate	Issue affecting a variety of devices with a moderate business impact
Minor	Issue isolated to a small number of devices with limited business impact

Urgency

Urgency values are based off the acceptable amount of time these issues can proceed for

Urgency Value	Timeline for resolution
Emergency	Issue needs to be resolved immediately
High	Issue needs to be addressed same-day and is of high importance
Medium	Issue is important, but can be addressed in a timely manner
Low	Issue is isolated and is not of high urgency