Ticket Priorities Explained

Ticket priorities are assigned based on the severity of the issue as determined by impact and urgency. Impact and urgency are evaluated together to generate a priority schedule.

  1. Impact: the extent of an incident (such as how many users are affected) and its effect on impeding the normal course of work
  2. Urgency: how quickly the incident must be resolved

Impact and urgency are both divided further into categories of low, medium, and high.

IMPACT
  • HIGH: Affects an entire building, a group of buildings, or the entire district
  • MEDIUM: Affects a section of a building, a whole classroom, or multiple users (but less than a whole building)
  • LOW: Affects 1 - 5 users (if the incident affects one teacher but a class session is affected, then the impact would be raised to Medium)

URGENCY
"Work" is defined here as the primary job responsibilities as identified by the district for the individual.

  • HIGH: Work is interrupted, no workarounds available
  • MEDIUM: Work can continue with use of workarounds or alternative activities
  • LOW: Work is not significantly affected

By combining impact and urgency into a matrix, a priority scheme can then be devised:
- HIGH ImpactMEDIUM ImpactLOW Impact
HIGH UrgencyPriority 1Priority 2Priority 3
MEDIUM UrgencyPriority 2Priority 3Priority 4
LOW UrgencyPriority 3Priority 4Priority 5

The priority categories then determine the target resolution time.
Priority #Priority ClassTarget Resolution Time
1CRITICALASAP*
2High3 days
3Normal1 week
4Low2 weeks
5Planned1+ months**

Resolution times can vary outside of these guidelines based on any number of circumstances, including availability of any necessary external support or contact (for example: response from a vendor for warranty work), degree of complexity of a resolution or project, etc.

* Incidents classified as "critical" may require different degrees of analysis and diagnosis, due to the complexity of underlying issues. While critical issues will be resolved as soon as possible, the unpredictable and atypical nature of critical incidents prevents the ability to determine normal resolution times. The occurrence of Critical incidents may also affect SLAs for other tickets, as available resources are diverted when needed.

** Planned tickets may also be considered long-term projects. Project completion will vary according to the nature of the project and other variables involved. Timelines will be managed by the individual project plans.

OTHER NOTES
  • The priority matrix represents the service level agreement between you, the customer, and Information Services as the service provider. These SLAs are targets, not guarantees. While we will strive to provide resolution within the agreed-upon time frames above, some circumstances may require additional time.
  • The beginning of the school year is a very busy time for everyone. As such, due to higher-than-normal volume of service requests plus the limited number of staff available, response and resolution times will frequently fall outside of the general guidelines above during the months of August through October.
  • The ticket system does not have a priority level selection for planned projects and requests. Tickets for those requests will be categorized as "low".
  • Raising a ticket to a higher priority level than is outlined here will not guarantee faster response or resolution. The service desk manager reviews all tickets and priorities before assigning to a technician. Inaccurate priority levels will be changed to appropriate priorities before being assigned. Ticket priorities exist so that incidents can be addressed fairly across the entire district. Raising a ticket's priority level is akin to "line jumping," and is unfair to others who have been waiting to have their issues addressed. We are cognizant of the fact that all incidents are important, but we must prioritize in order to provide efficient service to all.
Creation date: 1/4/2016 12:42 PM ()      Updated: 9/21/2016 10:36 AM ()