Ticket Priority
Definition and computation of the ticket priority in relation to the QoS levels
Priority definition
If you plan to adjust the ticket priority of a ticket we kindly ask you to provide also justification for this change in the reply text box of the ticket.
The following table will help you to find an appropriate priority value:
| Priority | Comment |
|---|---|
| very urgent | service interrupted; needs to be addressed as soon as possible |
| urgent | service degraded; a workaround might or might not be available |
| less urgent | wishes and enhancements that are “nice to have” |
In particular, be very economical when choosing ‘very urgent’. This value, when reaching the supporters via another ticketing system interface, might become a beep or phone alert even in the middle of the night. This level of support is ONLY committed by WLCG Tier0 and Tier1s and ONLY for ALARM tickets.
Finally, please be aware that the supporter who will try to solve your problem may change the value you have chosen to a more realistic one, putting their justification in the ticket.
Last modified
March 27, 2025
by
paolini78
: Update ticket priority page (#714)