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Questions - Any questions regarding system functionality, licensing, or support.
Problems - Any general issue affecting system usage or performance.
Task - Task requests may include making planned changes to system configuration, ordering reports, or planning a future on-site visit.
Incident - Unused, for internal use only.
Low - Minor loss of functionality, configuration change requests, how-to questions. Little to no impact on system functionality or user workflow.
Normal - Moderate loss of functionality or performance resulting in minor performance degradation and minor impact to production.
High - Major loss of functionality or performance. Several users impacted with major hindrance to production. Simple workaround is available.
Urgent – Complete system outage or severe impact to production where no simple workaround is available.