Priority levels are set by a combination of Impact and Urgency settings. The different levels of each will affect how high the ticket's priority is set.
Impact: A measure of the effect that the issue is having on the business. Often equal to the extent to which agreed or expected levels of service may be distorted. Together with urgency, it is the major means of assigning priority for dealing with cases.
Urgency: The speed that is considered appropriate to resolve an issue of a given impact.
Note: A case submitted by email is automatically assigned a priority of 4. If a higher priority is required, please call the Service Desk or submit the case via the online portal.
Impact/Urgency | High | Medium | Low |
|---|
High | 1 | 2 | 3 |
Medium | 2 | 3 | 4 |
Low | 3 | 4 | 4 |
Table: A chart explaining the relationship between Impact and Urgency.
Priority levels for cases
Priority 1 – Critical
D2L application is down or unable to restart the system; critical software problem with a high impact on day-to-day use.
Scope
- System is not accessible to any users.
- Critical tools needed for normal operation are not usable.
- Critical data is not accessible.
- Data is being lost due to a problem with the D2L application.
- The security of the application is compromised.
- A data restore is required.
Priority 2 – High
Use of the system is significantly impaired, making it very difficult to use in the manner intended.
Scope
- Servers are up and running, but users are unable to access entire components of the System.
- Presence of the problem prevents a particular tool or function from working and there are no alternatives to achieve the desired end result.
- A problem that is causing significant impact to portions of the system. The client is exposed to an interruption of service. For example, a high priority may be assigned if a large number of users in a class are having difficulty posting information in a discussion area, or if users are unable to access a specific course.
- Custom Tools that are not working after an upgrade.
Priority 3 – Moderate
All major sections are working, and the installation is up and running. However, there seems to be several minor issues within some sections that make the software difficult to use, with minimal impact on the production server as a whole.
Scope
- Problem is not serious by nature.
- Overall system has not failed.
- Unexpected results within routine tool or function.
- An issue limited to a small number of users, courses, or resources.
- Issues specific to a user, course, or resource that do not significantly affect the overall use of the system.
Priority 4 – Low
End user needs instructions, minor issues with little to no impact on the production system as a whole. Informational requests about the system, feature requests and general inquiries are considered low in severity.
Scope
- No effect on the production system.
- Minor questions on usability, informational requests about the platform or feature requests.
- Isolated unexpected behavior that cannot be reproduced and has little to no impact on the system or the users at large.
Warning: The priority of each case is reviewed against this criteria upon receipt. If the issue identified does not meet the criteria to warrant the priority set, the case will be reprioritized appropriately and a communication will be sent to notify you.