Ticket Prioritization

The technology department does not work on issues until there is a ticket. We discourage contacting Systems Engineers and Systems Analysts directly. Doing so severely inhibits our ability to respond to situations, especially during emergencies. Please submit tickets by selecting Submit a Ticket after logging into our Service Desk Portal.

Ticket priority is determined by two factors: impact and urgency. The impact measures the extent of the interruption to business caused by the incident and/or the potential damage caused by the incident until it is resolved. Urgency measures how quickly a resolution of the incident is required. 

Please use the How many people are affected (Impact) and How is work affected (Urgency) ticket fields as a guide to determine priority. In most cases, these two fields will determine the priority.

Priority Definitions

Emergency

• The ticket has a high impact and urgency (e.g., M.Co.Net-wide, district-wide, or building-wide/multiple building problem. Someone is injured. Our Internet connection is down.)
• Mission-critical systems or processes have halted. (e.g., payroll, domain controller)
• Verified security incident. (e.g., account compromise or misuse, active phishing, malware, virus, etc.)
• Once a ticket is entered and verified as an emergency status, it must remain in the emergency status until it's resolved.
• If a ticket is reviewed and determined not to be an emergency, the status must be changed to the appropriate priority.

High

• The ticket is a low-impact district-wide, multiple-building, or building-wide problem.
• The ticket involves high-urgency customers. (e.g., Admin Council, Administrative Assistant, Agenda Team)
• The ticket involves an entire lab.

Medium

• The ticket involves a lab computer.
• The ticket involves a service for a department or classroom.
• The ticket involves a printer.
• The ticket involves a customer's primary use of a computer.

Low

• The ticket is for work on nice-to-have items vs need-to-have items.
• The ticket is a service request and does not interrupt service. (e.g. Price Quote, Computer Setup, Computer Redeploy, Computer Move)