Overview
This article describes the available options for Impact and Urgency.
Choosing an Appropriate Impact and Urgency
It is very important to choose an appropriate Impact and Urgency when submitting a request. Impact and Urgency are used to help technicians properly triage and prioritize tickets and the abuse of higher-than-appropriate Impact and Urgency may result in the improper priority being assigned to a ticket that should otherwise be addressed immediately.
Impact
Impact describes the amount of people affected by the issue that is being experienced. The following table lists and describes the available impacts.
| Impact Name |
Description |
| Affects User |
This issue affects a single user only. |
| Affects Building |
This issue affects an entire building on the EMU campus. |
| Affects Group/Department |
This issue affects a working group or department. Groups or departments may or may not all be in the same physical location. |
| Affects Campus |
This issue affects the entire Eastern Michigan University campus. |
| Affects Classroom |
This issue affects classroom technology in the given classroom. |
Urgency
Urgency describes how fast the issue must be addressed. Urgencies are typically described in terms of the amount of work stoppage that is happening. The following table lists and describes the available urgencies.
| Urgency |
Description |
| Low |
This issue results in minimal work stoppage. Usually requests for new features, added access, or queries have a low urgency. |
| Medium |
This issue results in more work stoppage than low, but workarounds can be used and other work can be addressed. Usually requests for missing features, functionality, access, or unexpected software behavior have a medium urgency. |
| High |
This issue results in total work stoppage. No work can be completed and no workarounds are available. |