Using HP Service Manager 9.40 and HP IDOL OnDemand.
In many scenarios HP Service Manager (HPSM) are integrated with an email solution which allows users to send e-mail to support (ticket is automatically created based on e-mail). Customers may also use Service Request Catalog (SRC) to register tickets.
Traditionally you use “Impact” and “Urgency” to calculate the ticket priority. If the user sends an e-mail this is often set to a default value and then later updated. If it is registered by using Service Request Catalog (SRC) the end user is often prompted to specify the “Urgency”. You might also use other available information like the affected service to adjust the priority.
If the user call to the Help Desk, the operator will register the ticket and of course make up an opinion whether the ticket should be handled immediately or if it could wait. However, your ticket queue will consist of many tickets and the “Urgency” may seem to “generic” to be handled in a desirable way.
Read Christian Bergs article on how you can use HP IDOL OnDemand to better ticket prioritization here.