When a ticket is created in ServiceDesk, there are processes in place to assign priorities and statuses based on entries by the submitter. In some cases, a ticket can show the status of "OUT OF TIME" and priority of "Emergency" upon creation.
This issue is caused by the customization or renaming of the out-of-box priorities. The default items in the Priority category should not be renamed. These priorities are referenced in many different workflows and renaming will result in ticket SLAs acting in unexpected manners. You may add new priorities, however.
The solution to this issue is to revert the project you customized back to its out-of-box state. Alternately, you can simply undo the changes if you have documented the changes you made and republish the project. The following article contains the process for reverting back to the out-of-box state:
How to restore a ServiceDesk Workflow project to its out of box version after it has been customized http://www.symantec.com/business/support/index?page=content&id=TECH127262