Response levels

This topic applies to systems using a Service Desk or Universal license only.

The following response levels are included for the Incident Management module of the out of the box database:

• Priority 1 - 4 hours turnaround time
• Priority 2 - 8 hours turnaround time
• Priority 3 - 16 hours turnaround time
• Priority 4 - 40 hours turnaround time
• Priority 5 - 80 hours turnaround time

You can select these directly on the Incident window. Each of these response levels has a single escalation that tracks the incident from the Open status to the Resolved status. The escalation actions for this escalation are the same for each response level:

• 10% - change color to cyan
• 25% - change color to light green
• 50% - change color to orange
• 75% - change color to red
• 100% - change color to purple and notify the Help Desk group