---
article_id: KB0197049
article_type: FAQ
component_ids:
  - BNS-FG-SBP-FYI
component_descriptions:
  - Fieldglass > Support Best Practices > Support Best Practices - Information
products:
  - SAP Fieldglass Vendor Management System
personas:
  - Buyer
  - Program Management Office
language: en
created: 2023-02-17
updated: 2026-07-15
source: Knowledge Base
url: https://support.ariba.com/item/view/KB0197049
connect_url: https://support.ariba.com/item/view/KB0197049?min=1
sap_for_me_url: https://me.sap.com/notes/KB0197049
---

# What is the difference between priority and severity?

## Symptom

- 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?

## Resolution

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

## See Also

- [KB0159804 - How are SAP Fieldglass Support cases prioritized?](https://support.fieldglass.com/Help_Center/Fieldglass/item/KB0159804)
- [KB0196305 - When can I expect my issue to be resolved?](https://support.fieldglass.com/Help_Center/Fieldglass/item/KB0196305)

## Keywords

priority, severity, Application Support, cloud contract, support terms, SLA