Urgency 1 assignments should be completed that day if possible. This level can wait a day or two without causing too many problems. Urgency 2 assignments should be completed with in two working days if possible. This means that the user can do other things for a few days, but this needs to be attended to soon. These typically are the nuisance type issues where there are workarounds for the user.
Users are typically ready to accept the inconvenience for a short period of time.
Urgency 4 assignments should be completed within ten working days. If due date is calculated to be on a weekend, then it will be move to the next Monday. Scope is the second part of the priority indicator. It indicates how widespread the problem is. Samples of this would be catastrophic network or server problems.