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Priority on a ticket is used in determining the service level targets for response and resolution; it is tied to the Service Level Targets outlined in the General Service Level Expectations. See the FCS General Service Level Expectation for details on how priority is applied to incident SLA targets on individual tickets. You can print the attached PDF as a quick reference to post at your workstation, or request a pre-printed card.
The priority matrix is used to determine expected ticket resolution times based on impact to the university and urgency to the requester; priority is assigned to incidents, major incidents, and problems in order to manage the work volume in a timely fashion and ensure that the most important issues are addressed at the right level of the organization and receive the appropriate visibility organizationally.
Impact + Urgency = Priority
- Impact to the university's business operations
- Urgency to the customer
| Impact |
Urgency: Low
|
Medium |
High |
| Life or Safety |
Emergency |
Emergency |
Emergency |
| Entire University or Critical Service |
High |
High |
High |
| College, Department, or Unit |
Medium |
High |
High |
Work Group Productivity Reduced or
Individual Unable to Work |
Medium |
Medium |
Medium |
Individual Able to Work but with
Reduced Productivity |
Low |
Low |
Low |