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MikeMcGovernC1
MikeMcGovernC1
Level 2
March 25, 2025
Respondido

Severity Levels for Support Tickets

  • March 25, 2025
  • 4 respostas
  • 999 Visualizações

My Admin team needs to institute severity levels for our support tickets so that we can establish response and resolution SLAs for different types of support tickets.

 

Does anyone have any recommendations on 3-4 severity levels that we can use?

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Melhor resposta por Doug_Den_Hoed_AtAppStore

 

Hi @mikemcgovernc1,

 

The graphic below illustrates the P1-P4 Response Time, Resolution Time, and % Compliance requirements from an SLA solution I solved using native Workfront (only) several years ago.

 

Is this along the lines of what you were after?

 

Regards,

Doug

 

 

 

 

 

4 Respostas

Srinija_N
Srinija_N
Level 7
March 25, 2025

I would prefer the similar levels as Priorities for Severities as well. Something like Critical, High, Medium, Low.

If you are looking more support specific, I would suggest Cosmetic changes, Bug with or without Workaround, Fatal error etc

Thanks & Regards
    Doug_Den_Hoed_AtAppStore
    Community Advisor
    Doug_Den_Hoed_AtAppStoreCommunity AdvisorResposta
    Community Advisor
    March 25, 2025

     

    Hi @mikemcgovernc1,

     

    The graphic below illustrates the P1-P4 Response Time, Resolution Time, and % Compliance requirements from an SLA solution I solved using native Workfront (only) several years ago.

     

    Is this along the lines of what you were after?

     

    Regards,

    Doug

     

     

     

     

     

    Learn more at www.atappstore.com, email doug.denhoed@atappstore.com, or tag me here @Doug_Den_Hoed_AtAppStore.
    MikeMcGovernC1
    MikeMcGovernC1Autor
    Level 2
    March 26, 2025

    Yes, but how would you define what each of the priority levels are?

    Doug_Den_Hoed_AtAppStore
    Community Advisor
    Doug_Den_Hoed_AtAppStoreCommunity Advisor
    Community Advisor
    March 26, 2025

     

    Ah: gotcha @mikemcgovernc1,

     

    P1: Business Halted, No Workaround

    P2: Business Interrupted, Workaround

    P3: Business Delayed

    P4: Business Improvement

     

    Regards,

    Doug

    Learn more at www.atappstore.com, email doug.denhoed@atappstore.com, or tag me here @Doug_Den_Hoed_AtAppStore.
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