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--- support:start [Sunday, October 08, 2023 10:38 PM] – [Table] Nathan C. McGuire
+++ support:start [Sunday, October 08, 2023 11:08 PM] (current) – [Priority Matrix] Nathan C. McGuire
@@ Line 4: / Line 4: @@
 School of the Osage utilizes [[https://osticket.com|osTicket]] for support ticketing.
-===== Priority Levels =====
+====== Prioritization ======
-^          ^    ^ Impact                       |||
-^          ^    | 1          | 2       | 3       |
+==== Priority Matrix ====
-^ Urgency  | 1  | Emergency  | High    | Medium  |
+Urgency - How quickly does the fault need to be resolved?
-| :::      | 2  | High       | Medium  | Low     |
-| :::      | 3  | Medium     | Low     | Low     |
+Impact - Severity of the fault. How many users are affected?
+^          ^         |                                               ^ Impact                                                                                                               |||
+^          ^         |                                               ^ High                                              ^ Medium                            ^ Low                            ^
+|          |         |                                               | System Wide: Business Unit, Department, Location  | Multiple Users - Number of Users  | Single User                    |
+^ Urgency  ^ High    | Can no longer perform primary work functions  | <color #ed1c24>Emergency</color>                  | <color #ff7f27>High</color>       | <color #00a2e8>Medium</color>  |
+| :::      ^ Medium  | Work functions impaired; workaround in place  | <color #ff7f27>High</color>                       | <color #00a2e8>Medium</color>     | <color #22b14c>Low</color>     |
+| :::      ^ Low     | Inconvenient                                  | <color #00a2e8>Medium</color>                     | <color #22b14c>Low</color>        | <color #22b14c>Low</color>     |
+==== Service Level Agreements (SLA) ====