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Get Riverdale Tech Help: Difference between revisions
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[[Image:WHDHlpReqTop.gif|thumbnail|400 px]]<br clear="all"> | [[Image:WHDHlpReqTop.gif|thumbnail|400 px]]<br clear="all"> | ||
=== Ticket Priorities and Alerts=== | |||
Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket. | |||
{| class="wikitable" | |||
| | |||
| colspan="6" rowspan="1" |'''Automated''' | |||
| colspan="2" rowspan="1" |'''Manual''' | |||
|- | |||
!'''Priority''' | |||
!'''Default Due Date''' | |||
!'''Alert Level''' | |||
!'''Not Assigned''' | |||
!'''Not Updated''' | |||
!'''Not Completed''' | |||
!'''Alert Repeat Interval''' | |||
!'''Reponse after Client note''' | |||
!'''How often do you update ticket?''' | |||
|- | |||
! rowspan="3" |'''Low''' | |||
| rowspan="3" |3 months | |||
|1 | |||
|1 day | |||
|1 month (before due) | |||
|1 week (before due) | |||
| rowspan="3" |5 days | |||
| rowspan="3" |1 day | |||
| rowspan="3" |2 weeks | |||
|- | |||
|2 | |||
|1 day | |||
|2 weeks (before due) | |||
|due date | |||
|- | |||
|3 | |||
|1 day | |||
|1 weeks (before due) | |||
|1 week (after due) | |||
|- | |||
! rowspan="3" |'''Medium''' | |||
| rowspan="3" |5 days | |||
|1 | |||
|1 hour | |||
|1 day (after created) | |||
|1 day (before due) | |||
| rowspan="3" |1 day | |||
| rowspan="3" |4 hours | |||
| rowspan="3" |3 days | |||
|- | |||
|2 | |||
|2 hours | |||
|2 days (after created) | |||
|due date | |||
|- | |||
|3 | |||
|3 hours | |||
|3 days (after created) | |||
|1 day (after due) | |||
|- | |||
! rowspan="3" |'''High''' | |||
| rowspan="3" |1 day | |||
|1 | |||
|30 mins | |||
|30 mins (after created) | |||
|1 hour (before due) | |||
| rowspan="3" |1 hour | |||
| rowspan="3" |1 hour | |||
| rowspan="3" |Discretion | |||
|- | |||
|2 | |||
|1 hour | |||
|1 hour (after created) | |||
|due date | |||
|- | |||
|3 | |||
|1.5 hours | |||
|1.5 hours (after created) | |||
|1 hour (after due) | |||
|- | |||
! rowspan="3" |'''Critical''' | |||
| rowspan="3" |5 mins | |||
|1 | |||
|1 mins | |||
|5 mins (after created) | |||
|1 min (before due) | |||
| rowspan="3" |15 mins | |||
| rowspan="3" |Discretion | |||
| rowspan="3" |Discretion | |||
|- | |||
|2 | |||
|2 mins | |||
|5 mins (after created) | |||
|due date | |||
|- | |||
|3 | |||
|3 mins | |||
|5 mins (after created) | |||
|5 min (after due) | |||
|} | |||
; | |||