Service Desk interaction list

The level of impact this issue has on the company and its end users. The impact can be classified as one of the following values:

• 1–Enterprise
• 2–Site/Department
• 3–Multiple Users
• 4–User

The importance of the service request to the recipient. The urgency can be classified as one of the following values. The default value is 4–Low.

• 1–Critical
  (Severe business disruption) The business unit or subunit is unable to operate; a critical system component has failed or is severely impaired.
  
• 2–High
  (Major business disruption) A critical user or user group is unable to operate, or the business unit experiences a significant reduction in system performance.
• 3–Average
  (Minor business disruption) A single user is unable to operate with no available work around.
• 4–Low
  (Minor disruption) A single user or user group is experiencing incidents, but a workaround is available.