Documentation Center

Impact and Urgency

When logging a case, it is mandatory to select the Service Impact and Urgency of the issue you are experiencing. This helps the Support teams prioritize your case correctly.

The list of Service Impact options are:

  • Some users/workaround in place
  • All users/workaround in place
  • Some users/no workaround
  • All users/no workaround

The list of Urgency options are:

  • Low: Issue causes inconvenience but functions still available; issue could be cosmetic in nature.
  • Medium: Certain functions may not be available; business process is affected.
  • High: Issue causes a malfunction that stops business process and inhibits action; customer cannot work.
  • Critical: Issue causes a crash or customer data loss; continual failure of a major function of the system.

A free text field is provided for more detailed information for both the Service Impact and Urgency fields. Provide as much information as you can, including details relating to any upcoming deadlines you may have.