Issue/Symptom/Question

When a service desk ticket is submitted, one of the required fields is ticket priority. This article provides guidelines for service desk ticket priority codes to help customers determine which priority to choose for support tickets.

Applies To

Penta Support Portal

Support Tickets

Resolution/Fix/Answer

Ticket Priority Codes:

Critical: 

• Issue is causing a complete loss of service, or a significant feature is unavailable where all users are impacted or there is significant immediate financial impact

• Example: Production system is down, no users can login to run primary business functions 

• Example: Missing a payroll deadline where union penalties are in place

• Applies to Production Environments Only 

• No Workarounds Available 

High:

• System is up and running but a critical loss of application functionality or performance is impacting a high number of users.  

• Example: Inability to generate billings

• No work arounds exist, or the identified workaround is a substantial business setback .

Medium:

• Issue has moderate business impact but not a high/critical impact, does not affect all users or critical business functions 
• Example: Running into issues closing an accounting period 
• A workaround exists 

Low: 

• Includes miscellaneous product questions, inquiries, that do not immediately impact business functions 

• Example: Question on calculating T&M customer invoices for a new contract