Identifying the ticket priority
|
Priority |
Description |
Example |
|
P1 |
Issues that have high impact and high severity |
Total loss of service or functionality |
| Security issues | ||
|
Massive Data loss |
||
|
P2 |
Issues with high impact and low severity |
Partial loss of functionality |
|
Issues with high severity and low impact |
Issues affecting a subset of customers |
|
|
P3 |
Issues with low impact and low severity |
User inquiries |
|
Config requests |
||
|
Data extraction requests |
||
|
All non-production issues |
||
|
UP1 |
Critical/loss of service cannot proceed with UAT | The Software is not functioning, and UAT Testers cannot log in due to system failure. |
|
UP2 |
Major, the incident severely restricts the usability of the application/function, but the application itself is running |
Cannot modify an order detail |
|
UP3 |
Minor, the Software program is running with a minor flaw, and the application's usability is not affected | Aesthetics changes |
|
Non - Incident |
General Inquiries | |
| New feature request | ||
| Training/Meeting request |