Priority Selection for Ticket Creation
- Andrew Clark
When submitting the basic request for technical support, a priority must be selected that best matches the nature of the issue being sent for IT to investigate. This page is for providing policy and guidance for selecting the correct priority level.
Some things to keep in mind regarding ticket priority:
Some request types in the portal do not allow for priority selection. This indicates that those issues have a predetermined priority.
The criteria for priority selections is meant to be fluid, but the priority can be changed on a ticket at our discretion.
If we change a priority and you disagree, please feel free to let us know why it should be changed back. We will always clearly communicate when we adjust a priority on a ticket.
Priority Level | Criteria |
|---|---|
Level 1 - Very Low | An issue that has very little to no impact and is not time sensitive. |
Level 2 - Low | An issue that has little impact and is minimally time sensitive. |
Level 3 - Medium | Middle of the road, an issue that is a detriment but doesn’t cause a complete stop of work. This is the default priority for emailed requests. |
Level 4 - High | An issue that is completely preventing someone from working (or close to it.) Can also be used for time sensitive business problems, such as an issue on a lender case. The Lender Case Issue request type has this set as the default priority. |
Level 5 - Very High | An issue that is causing a widespread (multiple users) stop of production, or a widespread dramatic decrease of production. |