support:start
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Support
School of the Osage utilizes osTicket for support ticketing.
Prioritization
Priority Matrix
Urgency - How quickly does the fault need to be resolved? What does it cost if it doesn't get resolved?
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 | Emergency | High | Medium |
| Medium | Work functions impaired; workaround in place | High | Medium | Low | |
| Low | Inconvenient | Medium | Low | Low | |
Service Level Agreements (SLA)
support/start.1696824285.txt.gz · Last modified: Sunday, October 08, 2023 11:04 PM by Nathan C. McGuire