Ticket Priority Model

A Process Recipe
Nov 2006
SQI Staff

Overview

Setting Ticket Priorities enables the organization to understand the few critical issues across all the active issues at any point in time. The firm can then focus resources on the issues having the greatest impact on the Economic Quality being delved to the user.

Priority mapping

The general definition of each priority level is given below:

  • 5 -Critical
    A major or complete loss of economic return to the user. For example, a malfunction of a wireless phone network component the terminates all calls.

  • 4 - Serious
    A loss of some economic return. For example, a malfunction of a wireless phone network component that dropped all conference calls but continued to service other calls.

  • 3 - Important
    Potentially loss of economic return but with an acceptable work-around that mitigates the damage. Or, potentailly small loss without a work-arround. Or, an extreamly rear event that leads to economic loss. For example, a background task that from time-to-time terminates, with a small economic consequence, but can be monitored and restarted upon termination.

  • 2 - Minor
    Limited loss of economic return. For example, a malfunction of a wireless phone network component that, from time-to-time, generates a period of static on a cell call.

  • 1 - Incidental
    An annoyance without any direct loss of economic return.

  • 0 - Not Assigned
    Priority not yet set.

By Track

The above priority definitions are the general direct support classifications. As a Ticket more to specially track, for example software engineering, the general concept of economic impact to prioritize issues remains the same. However, the exact wording of the description changes to fit the “context.”

Software Failure Track

  • 5=>Critical (stop ship: module cannot be used without fix)

  • 4=>Serious (stop ship: module has severely impaired functionality)

  • 3=>Normal (module has moderately impaired functionality)

  • 2=>Incidentatal (tests can continue but fix is needed eventually)

  • 1=>Enhancement Request (a change would be helpful)



CategoryToComplete

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