Incident Priority

Incident Priority defines the criticality level of an incident and helps teams respond with the appropriate urgency. Priorities determine how incidents are displayed, escalated, and handled across the system.

Each incident must be assigned one priority level, making it easier to align response effort with business impact.

Where to find

Go to Incident Priority under Workspace category in the SQIBS Dashboard

Key Concepts

You can configure 5 priority levels (Priority 1 to Priority 5).

Each priority can have:

• A label (e.g., P1, SEV-1)
• A color for visual identification
• A description explaining when it should be used

Priorities are internally mapped to Urgency:

• Priority 1-3 → High Urgency
• Priority 4-5 → Low Urgency

Example

P1 / SEV-1 : Critical incidents causing major service outage or severe business impact. Immediate action required.

P2 / SEV-2 : High-impact incidents affecting multiple users or core functionality, but not a total outage.

P3 / SEV-3 : Moderate impact incidents with limited scope or acceptable workarounds available.

P4 / SEV-4 : impact incidents with minimal user impact. Can be addressed during normal operations.

P5 / SEV-5 : Minor issues, cosmetic problems, or informational incidents. No immediate action required.

Best Practices

• Define clear descriptions so responders choose the correct priority.
• Use strong, distinct colors for high-priority incidents (e.g., red or orange).
• Keep Priority 1 reserved strictly for critical, time-sensitive incidents.
• Review priority definitions periodically to match operational needs.