In ticket priority, what's the difference between Immediate and Urgent?

[former_member264386]

Hello experts

We just did a solution walkthrough with our current SAP Service Cloud client. They noticed the Priority field has choices Immediate and Urgent. Since these are standard values of the field. what's the difference between the two? I know if the ticket is Immediate, in the Queue you'll see it in red so this priority is best used for "high" priority.

Thanks

[PrasanthArya · Accepted solution]

Please find my understanding on priorities defined .

Immediate - Critical business processes are affected and crucial tasks cannot be carried out. The service action in ticket requires immediate attention because it could result in business down situation for the organization .

Urgent - Key business processes are affected and important tasks cannot be carried out. The service action in ticket requires prompt attention because it could delay business processes.

Hence Immediate is identified with red color coding , so that it requires more attention by the agent working on it and so are the service level agreements for such tickets Compared to the one with status urgent.

[Former Member]

Denmar Villanueva - Adding to the above answer, we have used the Priority to set differing SLA's in the system in the Administrator -> Service & Social -> SLA Setup -> Determine Service Level. We have used all levels available: Immidiate, Urgent, Low and Normal