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** Low - cosmetic or irritating issue, can continue without fix (expected 2-4 week turn-around)
** Normal - system workaround exists, but productivity is degraded (expected 1 week turn-around)
** High - system impacted, workaround exists, but has a significant negative productivity impact (expected 24 hour turn-around)
** Urgent - system impacted, cannot process, unable to work, no workaround exists (expected 1 - 2 hour turn-around)