Severity Levels for Support Tickets

[MikeMcGovernC1]

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?

[Srinija_N]

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

[Doug_Den_Hoed__AtAppStore · Accepted solution]

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

[MikeMcGovernC1]

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

[Doug_Den_Hoed__AtAppStore]

Ah: gotcha @MikeMcGovernC1,

P1: Business Halted, No Workaround

P2: Business Interrupted, Workaround

P3: Business Delayed

P4: Business Improvement

Regards,

Doug