Service Desk interaction list

The Service Desk interaction list provides general information about interaction records.

Column name Description
Status The status of the interaction record.
Description A brief description of the reported interaction.
Interaction ID The interaction record number.
Impact

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
Urgency

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.
Priority The priority value is calculated by using the initial impact and urgency values.