Prioritizing a ticket can feel more like an art than a science, and unfortunately there is no clear answer.
E1 - (Highest)
A problem has made a critical application function unusable or unavailable and no workaround exists.
Definition of critical application function:
- Ability to create a site
- Ability to find previously created sites
- Ability to generate new proposals
- Ability to generate contracts
- Ability to run credit
- Finance numbers generating correctly
Examples:
- E1 - Pipelines are not loading - Users cannot locate previously created deals and therefore are blocked from critical functionality, even if they can create new deals
- NOT E1 - When I search for a last name, it doesn't come up in the pipeline, but I can find all other deals by last name - This is probably indicative of a minor bug or user error with the search, and there will be a lot of ways to help them through this. Even though it may seem similar to the issue above, they are distinctly different because in the first case ALL previously created deals are blocked, whereas in this case the user is only struggling to find one deal.
P1 - (High)
A problem has made a critical application function unusable or unavailable but a workaround exists.
Examples:
- Proposal Preview is not working, but the user can download the proposal pdf - Users still have access to the proposal, so they are not fully blocked, however we need to work to get the functionality up and running quickly
P2 - (Medium)
- A problem impacts a critical application function and impacts > 50% of users
P3 - (Low)
- A problem impacts a critical application function and impacts < 50% of users
- A problem impacts a non-critical application function and impacts > 50% of users
P4 - (Lowest)
- A problem impacts a non-critical application function and impacts < 50% of users