1 - Emergency
Critical issue affecting many users. User(s) cannot work, or users are severely impacted.
2 - Urgent
User can perform work, but a specific application is not available or not working at all. User is significantly impaired, or there is significant customer concern. Includes system install if no current system.
3 - Normal
A function is not working. Important issues that do not have significant current productivity impact.
4 - Moderate
Request for information updates, installation. Customer is able to work normally. Includes system install if currently using an operational system.
5 – Low
Request is for a convenience item.
8 – RMA/AWP
Return Merchandise Authorization (RMA) or awaiting parts.
9 – Hold
Request placed on hold for items that may need to be completed prior to the actual request or some other reason.