INCIDENT AND MAJOR INCIDENT MANAGEMENT

[HaseebR]

I am a new developer and trying to wrap my head around Urgency and Impact as it relates to priority.

If I was to set the impact and urgency to dropdown with none and set the default value to --none-- would that be considered a customization? The business requirement is that they want to allow the agents to select the urgency and impact rather than it being auto filled to to low and low.

[NabeelJ]

This is not called customisation, it will be considered as a configuration. You can include the "--none-- " value in the dropdown.
Please review below support article for the details:
Customization vs configuration | FAQ and guidelines - Support and Troubleshooting

[AndersBGS]

Hi @HaseebR ,

 the short answer is no - this is configuration.