Q) I am a requestor and I have just submitted an urgent incident. I assigned "high" importance to my ticket. How do I know that the technical support staff will make my ticket high priority? A) Requestors cannot set or even see the priority that technical staff assigns to the incident. As a matter of practice, staff will most likely use the importance that you attach to the incident as only one factor in assigning the priority of resolution. You may want to describe any urgency issues in the Description field in order to convey more information about the importance of your problem.
