• There are two similar fields when I submit a case to SAP Fieldglass support, priority and severity
• How should I complete priority and severity fields?
• How are priority and severity used?

Both priority and severity are used to process your request

• Priority: determines the support response level based on the affect a system functionality issue has on normal business process
  
  • It is defined by your Support Policy for SAP Cloud Services
  • You may expect response level based on the policy, unless otherwise communicated by the case owner
  • For more information about your SAP Cloud Contract, contact your SAP Fieldglass Representative
• Severity is the urgency of the request as defined by you, the case submitter
  
  • Select Business Impact on the Help Center case form
  • The severity of a case may change throughout the lifecycle of the case. Update the case owner when your needs change

• KB0159804 - How are SAP Fieldglass Support cases prioritized?
• KB0196305 - When can I expect my issue to be resolved?

Fieldglass > Support Best Practices > Support Best Practices - Information