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Priority of Calls

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7 replies

by roderick_fuquay

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In the Helpdesk environment, how do you determine which calls/trouble tickets are priority? Scale of 1 ( being High) to 4 ( being Low Piority).

7 replies

by ann777

P1 = multiple users affected (ie a printer server down, or worse)

P2 = one user but impacts this user to a point where he/she cannot perform their job function and there's no work-around available. (within one business day response).

P3 = work-around available; user can perform this function or do other tasks in the meantime (within three business days)

P4 = issues that have a low impact or do not prevent someone from accomplishing their tasks. Or issues requiring a hardware part tobe ordered before the printer or computer can be repaired.

P3 =

by ann777

Ignor the bottom P3. Generally with P4s through P2s we may loan a computer to the user while we resolve the hardware problem or software problem.

by alpha-male

Here we prioritize them like this:

Pri-1 - Global or many user outage. Loss of Mission Critical apps to many or all users.

Pri-2 - Personal Outage one user or a small group or non-mission critical outtage.

Pri-3 - New Access, Security and permissions.

Pri-4 - General Problem. User can work, but functionality is affected (cannot run an application for example)

Pri-5 - Enhancement. Modifying and improving functionality. Software/equipment adds, etc.

Pri-6 - Project/long term issue requiring significant time and resources.

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