What is the best practice to use in SLA, Priority or Urgency?

[Rodriguez, Jhon Ronald]

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?

[Jack Brickey · Accepted solution]

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.