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Urgency codes measure the significance of the request for users of the system (that is, they indicate the importance of the request to the overall production environment). For example, if a request could jeopardize the mission of the enterprise, the Urgency code can be a value of 5-Immediate. Urgency codes are referenced in requests only; therefore, they apply only to internal and combined service desk models.
Urgency and impact codes serve distinct purposes, but are often confused because they coincide. For example, a request to report a fire in a critical data center can have a 3-Single Group Impact and 5-Immediate Urgency. These codes apply because the fire impacts more than one group but not necessarily the entire organization. Because the data center is critical for operations, the urgency requires immediate attention.
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