When raising a new ticket you can pick from 4 different priority levels, below are definitions for each priority. If you require a ticket's priority upgrading to Urgent or High please provide examples of how the ticket meets the criteria for this priority level.
Urgent
For a ticket's priority to be classified as urgent it needs to meet all of the following criteria:
- System no longer performs primary work functions
- Issue affects the majority of users
- There is no workaround available
High
For a ticket's priority to be classified as high it needs to meet 2 of the following criteria:
- System no longer performs primary work functions
- Issue affects the majority of users
- There is no workaround available
Standard
By default all incident's have a priority of standard
Low
For a ticket's priority to classified as low it will meet any of the following criteria:
- Only a single user is affected and there is a workaround available
- Multiple users are affected but the incident does not prevent users from using the system
- Ticket is for information only