Ticket Priority Setting Guideline and Tips

Ticket Priority Setting Guideline and Tips

One benefits of using the Latitude Customer Support Portal is that you can identify the priority of your requests when you new requests via the Submit a Request page. Following are a guidelines / tips regarding the assignment of Priority values:

·         Sev 1 -  All system features are globally unavailable

·         Sev 2 -  A major feature such as Add User or Virtual Classroom is not working OR if there is a very critical request

·         Sev 3 - A minor defect that is not impacting business processes significantly

·         Sev 4 - A question or non-business critical request

·         Sev 5  - Not typically used but is available in cases where customers wish to log requests regarding environmental update, such as the customer portal's SSO will not be functional for a period of time. 

 

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