Ticketing System

objective

Proposed enhancements and implement ITIL-Aligned Priority Levels and SLAs for IT Support Requests to current ticketing system.

As an IT Support Solution,

I want to define clear priority levels and enforce associated SLAs for IT support requests,

so that incidents and service requests are resolved efficiently, aligned with their business impact and urgency, and customer satisfaction is maintained.

Acceptance Criteria

Urgency

A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. For example, a High Impact Incident may have low Urgency, if the Impact will not affect the Business until the end of the financial year.

The following are important factors (derived in probing questions) to better understand the urgency and impact of the issue:

History

👉 When did you first notice this problem?
👉 When was the last time it worked properly?
👉 Have there been any changes made before the issue started?
👉 Is this happening repeatedly?

Troubleshooting & Actions Taken

👉 What have you tried so far to fix the issue?
👉 Did restarting the app or your computer help?
👉 Have you checked if the problem happens on another device or browser?
👉 Have you tried clearing the cache or updating the software?

Impact on Work

👉 How is this affecting your work?
👉 Is it preventing you from completing your tasks or meeting any deadlines?
👉 Can you still do your job, or is it really getting in the way?
👉 Are you using a backup or different tool to keep working?

Scope of the Issue

👉 Is anyone else on your team or in your department having the same problem?
👉 Do you know if others in the company are also affected?
👉 Is the issue happening on multiple devices or just yours?
👉 Is this happening everywhere, or just in one location or network?

Priority Levels

Priority is a category used to identify the relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and it is used to identify the required times for actions to be taken.

Priority levels are determined using an Impact-Urgency Matrix: 🔴 Critical (P1), 🟠 High (P2), 🟡 Medium (P3), and 🟢 Low (P4).
Each level has a corresponding response time and resolution time defined in the SLA.

Standard SLA Structure

By default, all tickets created by email have Low Priority; until that ticket is reviewed by Support Team and the priority is revised as applicable.

Priority Level	Initial Response Time	Target Resolution	Examples
🔴 (P1)	15 minutes	2 hours	System-wide outages, security breaches, or incidents halting critical business operations.
🟠 (P2)	30 minutes	4 hours	Network disruptions, issues affecting multiple users, or high-priority service requests.
🟡 (P3)	1 hour	1 business day	Individual user issues or standard service requests (e.g., software installation).
🟢 (P4)	4 hours	3-5 business days	Non-urgent tasks, such as UI fixes or scheduled equipment upgrades.

Ticket Classification

Incoming tickets are classified by the assigned technician based on the ff:

Type	Definition	Examples
Incident	An unplanned interruption to an IT Service	A user cannot log in to their account; Company Portal is Down; D1 is Down
Problem	The underlying or root cause of one or more reported incidents.	Recurring network outages; Frequent app crash
Change Request (CR)	A request or proposal a change to IT services.	Software upgrades; Third-party software installation;
Service Request (SR)	Could be a request for information; Standard change, or an access to an IT service.	User onboarding; Specific site access; Password reset; Quarantined Email Release

Proposed Enhancements

Ticket Lifecycle

Status	Status Category	Description	SLA
New	Unassigned	Ticket is not yet assigned to a team member or department for resolution.	P4
Assigned	In-progress	Ticket is assigned, and work is currently being done.	VAR
	Awaiting approval	Approval is required before proceeding (e.g., Change/Service requests).	Hold
	Need info	Additional information is needed from the user to proceed.	Hold
	With Vendor	Issue is within our scope, but requires vendor involvement (e.g., offshore hardware replacement).	Hold
Resolved	IT Team	Issue has been resolved or fulfilled by the IT team.	N/A
	User	Issue has been resolved by the user.	N/A
	Vendor/Third Party	Issue has been resolved by a vendor or third-party service.	N/A
Closed	Notification	Misrouted or autoresponse email sent, no action required.	N/A
	Escalated	Issue is deemed out of scope or escalated for further action.	N/A

Canned responses

Show

Hi Team,

Thank you for submitting your ticket ([Ticket ID]). It has been received and is currently unassigned. Our team will review it shortly and assign it to the appropriate member for further action.

We appreciate your patience and will keep you updated.

In-Progress
Awaiting Approval
Need Info
With Vendor

Hi Team,

Your ticket ([Ticket ID]) has been assigned and is actively being worked on. Our team is addressing the issue, and we will update you as soon as we have more information.

If you have any questions or need further details, feel free to reach out.

Thank you for your patience!

Best regards,

Hi Team,

Your ticket ([Ticket ID]) is currently awaiting approval before we can proceed further. Please let us know if you need assistance with the approval process.

Once approval is received, we’ll resume work on the ticket and keep you informed.

Thank you for your cooperation!

Best regards,

Hi Team,

To proceed with your ticket ([Ticket ID]), we require some additional information. Kindly provide the following details:

[Specify information needed]
Once we have the necessary information, we’ll continue working on your request.

Thank you for your prompt response!

Best regards,

Hi Team,

Your ticket ([Ticket ID]) is being reviewed by our vendor/third-party partner for resolution. We will update you as soon as we receive additional information from them.

Thank you for your understanding while we work through this.

Best regards,

Initial Info