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Setting Urgency and Impact Fields for Incident Records

The urgency and impact of incident records are set based on the Recommended Priority code. Figure 5 details the settings for setting urgency and impact fields.

Figure 5. Setting Urgency and Field Records

The following Service Level Agreement Entitlements are recommended to correlate with the preceding recommended priorities. These recommended entitlements then set the necessary Committed and Escalation Times on the incident record.

Table 5 describes the recommended times for SLA entitlements. These are only examples of recommended SLA entitlements; your company may decide to set them differently.