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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.
