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The customer is also given two fields to describe the priority of the Incident: Impact and Urgency. Impact specifies how widespread the Incident is: A user whose desktop computer is malfunctioning would choose 'Affects Single User', whereas a critical server failure might be classified as 'Affects Company'. Urgency is a subjective measure of the criticality and time sensitivity of the Incident, and ranges from Low to Critical. Both Impact and Urgency are used to automatically determine the official Priority of the Incident, a field which is hidden from the end user and only editable by staffpower users. See Incident Rules for the current logic used to set the Priority. Priority is only set by a rule if the staff power user has not already manually set it.


A technician creating an Incident sees additional information relating to the status of the Incident, including assignee and status fields. Unlike end-users, staff can power users can see an additional section on the details tab for Asset Information that shows fields relating to a specific Asset. By default, Incidents are created with the "Problem Asset Identified?" field set to No, but if a staff person determines power user determines the Asset that is the root cause of the Incident, he or she may set this field to Yes and select a Asset via a linked field set.

By default, Incidents without an Asset identified are assigned to the 1st Level Support Team. Technicians can also set the assigned team and assigned person manually via drop-down lists in the Work Status tab. If the Problem Asset has been identified, the staffer power user can set the field "Assign to Asset Responsible Team" to Yes and when the Incident is saved, a rule will detect the change and assign the team responsible for the Asset selected to the Incident. A technician may change the Assigned Team field later, as the rule will only set the Assigned Team at the time the Asset field changes to Yes.