FAQs and Guides / Support Portal Guide / Prioritizing Issues

Prioritizing Issues

Assigning the correct priority to an issue will assist the resolution process. There are four options to choose from when selecting the Priority:

  1. Urgent
  2. High
  3. Normal
  4. Low

The priority is to be selected based on the following situations:

  • Urgent: Urgent priority means the issue has caused Production server failure and work cannot be continued. Any issue that prevents the user from their BAU (Business as Usual) or there is financial loss associated with the issue should be classified as ‘Urgent’.
  • High: High priority means the issue has led to a non-critical part of Production System failure, or when some production system functionality is degraded causing a medium impact on the business.  A workaround is available, but a permanent solution is required in the near future.
  • Normal: Normal priority is when the issue leads to some Production system functionality failure which causes a minor inconvenience to users. In this case, the business disruption is minimal. A workaround is available however, a permanent solution is not required in the near future.
  • Low: Low priority means the issue is a cosmetic or usability issue which has no impact on the business process function.