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)
Please use Urgency versus Impact to determine the proper Priority Code.
| |
|
Impact |
| |
|
A building, multiple buildings, or the district is Impacted |
A group or department is impacted |
An individual is impacted |
| Urgency |
Cannot work at all |
1 |
2 |
3 |
| Can work but is inconvenienced |
2 |
3 |
4 |
| Work is not impacted |
3 |
4 |
4 |
Please choose the priority using the priority code in the table above and use it in the ticket.
| Priority Code |
Description |
Target Response Time |
Target Resolution Time |
| 1 |
Emergency |
1 hour |
8 hours |
| 2 |
High |
4 hours |
16 hours |
| 3 |
Medium |
16 hours |
40 |
| 4 |
Low |
32 hours |
80 hours |