Please be aware that Incident Priority is assigned automatically based on the Impact and Urgency fields selected by you when submitting the request.
Please keep in mind that priority might be updated by the assigned engineer after the initial investigation of the incident. For each priority update you will be notified automatically by email. How is the SLA calculated for my request?
Priority: is a category that identifies the relative importance of an incident. Priority is based on impact and urgency and identifies the required time for actions to be taken. Impact and urgency are used to assign a priority.
Here below the explanation on how the priority of the ticket is calculated:
