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The Severity identifies the urgency of the support request (Standard, Urgent, or Emergency). The severity is initially set based on the Subject Line of the initial support request but is reviewed and/or updated by NLP. Note: if a support request indicates is an urgent or emergency level issue, but the submitter did not prefix the Subject Line of the initial email accordingly, NLP will increase the severity to the appropriate level. Conversely, if a support request comes in with an Urgent or Emergency assigned on an issue that is not, NLP will decrease the severity to the appropriate level. |
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