How is the priority of my ticket determined?
When tickets are submitted to the helpdesk, they are triaged according to two factors: Impact & Urgency.
Both factors play a role in the level of priority your tickets get placed in. We calculate the priority using the matrix below.
Priority Levels: P-1=Urgent, P-2=High, P-3=Medium, P-4=Low
-A ticket with a P-1 priority will be resolved within a shorter timeline.
-A ticket with a P-4 priority will have a longer timeline in which to resolve.
A ticket's impact is its effect it has on business processes.
-For example: If one computer can't get on the internet, the impact would be low. If an entire building can't get on the internet, the impact would be high.
A ticket's urgency is determined by how quickly it should be resolved. The longer someone can wait or afford for their ticket to be delayed, the lower the urgency.
-For example: A high impact incident that affects all of accounting may have a lower urgency if the impact will not affect Edsal until the end of the Fiscal Year.