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ISS Customer Ticket Priorities


ISS Customer Ticket Priorities

 ISS Customer Ticket Priorities 

Ticket Priorities

Priority Description
P1 - Critical Incident

An incident having a Critical Impact on DCU operations 

A Critical system(s) / service(s) affected. 

A complete loss of critical business function or critical service and interim restoration is either not possible or not acceptable.

P2 - Urgent Incident

An incident causing a Severe Impact on DCU operations.

Non essential system(s) / service(s) affected.

A significant impairment of a major business function or a loss of a non-critical business function, where interim restoration is not possible or not acceptable.

P3 - High Impact Incident.

Incidents that have a Significant Impact on an individual’s productivity or ability to perform their job / task.

P4 - Medium Impact Incident

Incidents that have a Moderate Impact on an individual’s productivity or cause a limitation on operations and an interim workaround is possible.

P5 - Low Urgent Request

Service request - ISS information / service request as provided for in the ISS Service Catalogue.

P6 - Low Impact Request

Installation & Project work that has been planned and agreed between ISS and the customer on appointment only basis.

 Individual Priority Examples 

Individual Priority Examples

PriorityIncident Description
P1DCU Apps unavailable - Staff / Student email unavailable
P1Loop (Moodle) unavailable
P1DCU website / Drupal unavailable
P1DCU phone system unavailable
P1University Network Drive Access unavailable
P1Student Printing unavailable
P1Online Registration unavailable - during registration period
P1Exam Results unavailable - during results period
P1eduroam / wireless unavailable
P2Agresso unavailable
P2Core unavailable - P1 during payroll period
P2ITS unavailable - P1 during registration / PAB's / start of semester
P2Classroom Projector not working correctly
P2Department network / internet access unavailable e.g. switch failure
P2Student VDI lab machines unavailable 
P2SSL Cert error
P2Communications Mac server unavailable
P2ISS Ticketing (Kayako) unavailable
P2VPN unavailable
P3Unable to use machine - can't login - broken keyboard / Mouse / Monitor - bluescreen etc.
P3Individual Account not accessible
P3Program not working on student lab machines
P3Moodle teacher / module / student not appearing
P3Account creation unavailable
P3Compromised account
P4Unable to print in office
P4An individual software system is not working (eg. MS Office)
P4Copyright infringement report
P4Network quota increase
P4Problem editing website content in Drupal
P5General Information / Service request
P5Account creation / modification
P5Software installation
P5SSL Cert renewal
P5New mailing list creation
P5Equipment Loan
P6Hardware Install - Server / Switch
P6Install New PC / Laptop / Network printer
P6Create new website
P6Configure new server