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 |