Knowledgebase
Ticket Priority Explanation
Posted by Dermot Byrne on 17 June 2009 11:05 PM
The following is an explanation of the priorities that get set against tickets raised:

Sev 1 (Critical) - System is down, no clock data is flowing into the system or payroll is not working. Some customer specific criteria can also apply.
Sev 2 (Urgent) - Clock data is slow coming into the system, Alerts are not being published.
Sev 3 (High) - Key functionality of the system is not working such as reporting etc.
Sev 4 (Medium) - Functionality is not working however is not affecting day to day running of the customer business.
Sev 5 (Low) - Nuisance issue, can be resolved in due course.
Sev 6 (Cosmetic) - Scrren change that should be changed in due course, no affect on the live system.
(224 vote(s))
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