ITS Help Desk

ITS Work Order Priorities

Sometimes, when dealing with computer-related issues or problems, the situation can get quite frustrating.  We understand how this feels.  Frequently, staff members across campus ask us about the priority system we employ when we set up work orders for issues and problems you encounter.  Some people, when they receive email notification about their work orders, may see something along the lines of “The priority assigned to your work order is: 3- Medium Priority”.  

When you’re dealing with a problem right in front of you, it can be understandably frustrating if you consider it to be an important issue, when the IT department only assigns it a “Medium Priority”.  

The purpose of this post is to shed a little light on what we believe are different priorities, from our highest level (1 – Critical Priority) through to the last (5 – Lowest Priority).  These guidelines are based upon what we believe to be significant needs through to lesser requests.  For example, a person who is unable to power up their PC will most likely receive a higher priority than someone who is requesting assistance with their iPhone.  

It is our hope that this post may help give a little more understanding as to why we assign the priorities the way we do:

 

1 – Critical Priority

This level is reserved for more immediate emergencies, that prevent people from actually using their computers; or security issues we need to address ASAP. 

Examples include:

  • Computer not powering up
  • Network connectivity problems
  • Virus detected on a computer that Forefront has been unable to address
  • E-mail Connectivity and Problems

 

2 – High Priority

This level is reserved for issues that aren’t quite emergencies – for the most part people can login and use their PC’s, but may encounter errors with Banner, Aggie Access etc.

Examples include:

  • Any issues related to Aggie Access and Banner
  • Questions and issues related to making back ups
  • Problems with Microsoft Office
  • Issues pertaining to Blackboard

 

3 – Medium Priority

This level mainly focuses on general errors, access requests and so on.  People at this level usually have full function of their PC’s, but may have issues with other devices.

Examples include:

  • W:\ Drive Access Requests or Issues/Errors
  • General Windows Errors that do not stop people from continuing to use their computers
  • Installation, Access Issues, or errors relating to Networked Printers
  • CD/DVD Drive issues/errors/malfunctions

 

4 -  Low Priority

This level is mainly reserved for requests that are not emergencies by any means, and usually focus on additional access/features for computer use

Examples include:

  • Software Installation Requests
  • Poor computer performance
  • Access requests or issues relating to dual monitor setups
  • Issues relating to external devices such as USB drives

 

5 – Lowest Priority

All items at this level are requests if they do not affect your access/use of your current PC. 

Examples include:

  • Issues related to Smart Phones and other portable devices
  • Price quote requests
  • New computer configuration is usually set at this level, unless the person’s current computer has ‘crashed’ and is unusable
  • Any requests for collecting old computer equipment, delivering equipment, or setting up equipment after relocation

 

As you can see, each level is sequence based upon the amount of access a person has to their computer.  We hope that this helps enlighten and explain a lot about how we approach computer issues you experience.  Our ITS Help Desk team are passionate about our profession, and at many times our staff attempt to work above and beyond expectations to provide you with the best service we possibly can. 

 

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