TDX: Determine the Impact, Urgency, and Priority of a Ticket

This article gives specific definitions for the impact, urgency, and priority of a ticket when working with users.


The business impact of an incident is measured by how large the interruption is to the organization.

  • Affects Single Person: Single-user business impact, general break/fix issue with no or little business impact or service request
  • Affects Group or Single Department: Low business impact, may be single or multi-user issue where the service is not significant
  • Affects Multiple Departments or College/Unit: Multiple departments and/or Locations impacted, or a significant service is unavailable to the public
  • Affects Organization: University of Minnesota issue of a service, all users impacted


The business urgency of an incident is measured by how quickly the incident needs to be resolved.

  • Low: No urgency/impact to business services, single-user "how to" or related to a service request.
  • Medium: Single-user cannot complete a job function
  • High: The business area cannot provide a non-critical service to the public, multiple users cannot perform a critical job function
  • Critical: The business area cannot provide a critical service to the public


Ticket priority is a combination of the impact and urgency that defines the tickets importance relative to other tickets. Priority should never be modified directly, as this is set automatically based on a calculation of impact and urgency.

Ticket Priority Grid