Tickets Types and Priority Levels

Modified on Fri, 25 Jul at 4:50 PM

To streamline interactions with Techdinamics and ensure timely resolutions, we have defined five distinct ticket types. This classification enables efficient response times and facilitates prompt resolution, especially for urgent or high-priority incidents—when you need us the most.

Ticket Type	Scope
Incident	An unplanned interruption, disruption, or degradation in the quality of the service, or a failure of a component that has not yet impacted the service. Incidents can range from minor issues, such as a slow-running application, to critical failures, such as a server crash.
Problem	The underlying cause or potential cause of one or more incidents. Unlike an incident, which represents an immediate issue impacting the service, a problem focuses on identifying and addressing the root cause to prevent future incidents.
Feature Request	A formal proposal or suggestion to add new functionality or enhance existing features within the product or system. Feature requests are typically aimed at improving user experience, increasing efficiency, or addressing specific needs that are not currently met by the existing system. The goal of a feature request is to align the product with user requirements and business objectives. These requests are reviewed by the Product Dev Team and evaluated on feasibility, priority, and potential impact before being approved and scheduled for development.
Change Request	A Change Request (CR) is a formal request to implement a change, which may involve the addition, modification, or removal of any element that impacts the product or integration. Change Requests are escalated internally to the Development Team for feasibility analysis, thorough evaluation, and cost estimation before proceeding.
Service Request	A Service Request is a formal request for information, a question, advice, access, or the implementation of a standard change. Service requests typically involve routine, low-risk activities that are pre-approved and follow a defined process. Examples of service requests include requests for access, password resets, providing information or documentation, offering guidance or advice, among others.

Tickets are prioritized, assigned and worked based on their TYPE and PRIORITY.

WHAT IS PRIORITY?

Priority is a category used to identify the relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and it is used to identify the required times for actions to be taken.

IMPACT

A measure of the effect of an Incident, Problem or Change (a measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved).

URGENCY

A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. For example, a High Impact Incident may have low Urgency, if the Impact will not affect the Business until the end of the financial year.

Priority Levels	Description
Urgent	Complete system outage or significant disruption to a critical business function. No workaround immediately available.
High	Major functionality is severely impaired. While operations can continue in a restricted fashion, the overall operations are at risk. A temporary workaround is available but not a long-term solution.
Medium	An issue affecting a small subset of users or non-critical functionality, with a viable workaround available.
Low	Minor issues or cosmetic defects that do not impact business operations.

While the Customer has the ability to change a ticket's priority based on IMPACT/URGENCY, please consider that the priority will be revised by Techdinamics if found not to be accurate or abuse is detected.