Severity Levels for Support Tickets

Forum|Forum|9 months ago
March 25, 2025
2 replies
953 views

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?

Workfront

Best answer by 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

Srinija_N

Level 7

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

Community Advisor

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

MikeMcGovernC1Author

Level 2

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

Doug_Den_Hoed__AtAppStore

Community Advisor

Ah: gotcha @mikemcgovernc1,

P1: Business Halted, No Workaround

P2: Business Interrupted, Workaround

P3: Business Delayed

P4: Business Improvement

Regards,

Doug

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