Why is a computer that is not working classified as a "low (4)" priority ticket? :)
I just submitted a ticket that my computer is not working and it was classified as a low priority. (I am using a personal computer to do the work to send this information.)
I see this on most computer issues I submit. I've actually purchased my own computer to use (which is fine with me, because I need a personal computer for use) and the initial reason was because the last computer I had was such a lemon. The service requests on the previous one including the IT department taking it for repair kind of tell the story.
But, yeah, the major motivating decision was to have a computer I can use when my office one does not work--as it's not now.
The major issue I have is that I cannot print with my personal computer to any workstations, so I am kind of stuck, which is why I submitted the ticket. If I wasn't using my own computer, I couldn't do any computer work.
But I was surprised and amused to see it classified as a low-priority ticket. ;)
No reply is necessary, but I thought you'd like the feedback.
SK
Answer (1)
I'm sorry to hear that your BYUI issued device is not working! Hopefully we get someone there soon to fix the issue.
I thought I'd explain a little bit more about our ticket classifications in case this question pops up again. When you submit a ticket on your end, it's automatically created as what's called a "Service Request". This is the basic ticket classification that most tickets are assigned. It means that a basic IT service is needed. Once a ticket has been made, our ticket processors will look at it and determine what needs to be done with it, who to assign it to, etc. If needed, after the ticket processors review the ticket, they will update it to be an Incident (i.e. something is broken) and fill out the impact level. This will change the priority. There's an algorithm to determine the priority based on how many people the broken system affects and if there's any workaround.
You can get a ticket made directly as an incident without the waiting process described above by calling the IT Service Desk directly at (208)-496-9009 from 7:30 AM - 8 PM Mon-Fri, or 10 AM - 4 PM on Saturday. Many times an analyst will also be able to help you out directly so you don't need to wait for a technician at all.
Hopefully that helps. If you have any other questions about tickets and the procedures we follow, feel free to respond and ask.
Ian Black
BYUI IT Service Desk