A case/case (support case, change management, project task)
can be classified into the following levels:
 |  |  |  |  |
Prio-0 | Prio-1 | Prio-2 | Prio-3 | Prio-4 |
The priority is calculated according to priority = impact x urgency.
These result from the query of impact and urgency.
Impact/ Urgency | 4-lower | 3-normal | 2-high | 1-very high |
4-Person | P4 | P4 | P3 | P2 |
3-Department | P4 | P3 | P2 | P1 |
2-Location | P4 | P3 | P1 | P0 |
1-Enterprise | P3 | P2 | P0 | P0 |
Dringlichkeit
Auswirkungen |
4-Person | This request concerns only one person. |
3-Department | This request concerns an entire department or a department cannot work. |
2-Location | This concerns an entire site or a site cannot work |
1-Enterprise | The entire company is affected and may not be able to work, e.g. in case of a total system shutdown |
Dringlichkeit |
4-lower | Low urgency (smaller activities which are not absolutely necessary for the current operation) |
3-normal | Normal urgency (used as standard for normal activities when there is a concern) |
2- high | High urgency (The case is more urgent than other requests and will be dealt with as soon as possible) |
1-Very high | Very high urgency (absolutely necessary for the running operation) |