Priority Level Settings
Posted by Steve Asper on 07 October 2013 10:11 PM
Urgency + Impact = Priority Level
Urgency: (Determined by User) The urgency of the incident in regards to how quickly the incident is needed to be resolved.
Impact: (determined by Technology Dept) The impact of the incident in regards to how large (or small) the interruption is to the district area(s) (schools, departments…).
Priority level determines resolution time. Technology Department goals are as follows:
Priority LevelNameResolution Time
4 CriticalImmediate until fixed
3 High24 hours
2 Medium3 days
1 Normal5 days