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This Incident Prioritization Guideline describes the rules for assigning ‘priorities to Incidents’, including the definition of what constitutes a ‘Major Incident’. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate ‘Incident escalations’.
Service Desk is responsible for assigning the appropriate priority levels to incidents/tickets that are created in ConnectWise whether because of a client calling or emailing in, to Service Desk.