Selecting the correct impact and urgency values for your request

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