The urgency reflects the time available to restore service before the impact is felt by the business. ![]() Urgency is a measure of the business criticality of an incident, when there is an effect upon business deadlines. This can be based on several factors including the number of affected users, potential financial losses, and criticality of affected services. Impact is a measure of the extent of the issue and of the potential damage caused by the incident before it can be resolved. Incident prioritization drives the time frames associated with the handling of the incident and the targeted time to resolution. The value you select in the Category field determines the values you can select in the Subcategory field.
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