How We Assign a Priority to Your Ticket

If you have submitted a ticket about a defect or issue and we have received all the minimum requirements for your submission, our team will then assess and assign a priority to your ticket. Ordinarily, this will align with your priority, which you assigned when submitting a ticket, but sometimes it may differ. 

In their assessment our team will:

  • Check if we have had multiple reports of the same issue
  • Assess the impact of the issue on users’ work
  • Look for any existing workarounds for the issue
  • Research the issue in our internal knowledge base 

Based on the outcome of their assessment our team will then categorise your ticket’s priority. This will appear on your ticket as the assigned priority.

Here’s a general outline of how we categorise the priority of our tickets:

UrgentThe issue reported stops all work for multiple users and there is currently no workaround available.
HighThe issue reported stops a significant amount of work for some users OR the issue stops all work for one user and there is no workaround available. 
MediumThe issue reported is stopping some work for a minority of users and there is no workaround available 
Low There is a way of working around the issue so work can continue OR the issue reported pertains to a feature that is only used sporadically/does not impact project delivery.
Please note: This outline is not exhaustive; all tickets are assessed on an individual basis. This only applies to tickets reporting a defect or issue.

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