What priority should my ticket be?

Urgent – Emergency – Infrastructure

• Major productivity impact on server, storage, security, or network infrastructure
• Networkwide outages or emergencies affecting multiple users.

High – Emergency – Workstation & Device

• Issues related to a workstation or application are considered mission-critical.
• Infrastructure or workstation issues that impact the productivity of an individual or small group of users.

Normal

• Items that need attention but do not adversely affect productivity.

Low

• Items that need attention but are not currently affecting productivity.