What is the best practice to use in SLA, Priority or Urgency?
if Priority, how can i remove the other drop down menu below as we only need High, Medium, Normal & Low selection?
Priority works fine. If you want to limit the options then you first need to be a system admin and go to admin > issues > priorities. However, be sure to consider all projects as this is a system configuration setting. So all projects will be impacted.
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