Understanding ticket priorities

Low is suitable for general questions, minor requests, or issues with little operational impact.

Medium is suitable for normal support requests that affect work but do not seriously disrupt service.

High is appropriate for significant degradation or an important function that is not working as expected.

Urgent is for serious operational impact requiring prompt attention.

Emergency and Critical should be reserved for severe service-impacting situations, such as a major production outage or a condition with widespread operational impact.

Priority should reflect business and service impact, not simply how quickly a response is preferred. Support may adjust priority after assessing the incident.