If you create a ticket of the request type Report a Software Incident or Change Request, you can specify a priority when creating a ticket.
You can retain the priority or select another suitable priority:
-
1 - Systemfailure
-
2 - High
-
3 - Normal
-
4 - Suggestion
The priority depends on the extent to which the problem affects the work in your organization. The processing time for your ticket depends on the contractual agreements for support.
Priority 1 - Systemfailure means, for example, that work in your organization is interrupted by the problem or data could be lost.
Tickets with priority 1 - Systemfailure are processed within one day to ensure that operations can be resumed as quickly as possible.