In the Toolbox-Priority Definitions

When work orders come into your helpdesk, or through other avenues, it is helpful to know how to prioritize them. This may seem like a simple task, but it was difficult to create a definition of what that would look like. The following Priority Levels were developed over a bit of time, and like everything, can always be made better. However-it may give you a starting point to improve from in case you don't already have something in place.

Priority 1

• Needs immediate attention

• Multiple people are affected severely

• Equipment is down or inoperable and there is no work-around or alternative technology

• Ability for multiple users to accomplish job-related functions is severely impacted

• VIP is impacted

• Updates that fix widespread functionality issues

Priority 2

• Needs immediate attention but is secondary if there is a Priority 1 issue taking place

• One person is severely affected

• There is no work around or alternative technology

• User-specific equipment is down or inoperable and there is no work-around or alternative technology

• Ability for one user to accomplish job-related functions is severely impacted

Priority 3

• Does not need immediate attention

• Multiple users are impacted but issue is an inconvenience rather than a severe impact

• Core job duties are not affected

• Work-arounds and/or alternative technologies are available

Priority 4

• Does not need immediate attention

• One user is impacted but issue is an inconvenience rather than a severe impact

• Core job duties are not affected

• Work-arounds and/or alternative technologies are available

Priority 5

• Scheduled maintenance

• Updates that do not impact technology functionality; additional features, etc.

• New software installs

#issueprioritylevels #helpdeskpriorities #Defineprioritylevels