OTRS priorities
To help the IXIA CCMS Customer Support team address tickets in the most efficient and timely way possible, it is important that you assign an appropriate priority to your tickets when you submit them. The following guidelines can help you determine what priority is appropriate for your ticket.
1 - System Failure |
This priority has a critical business impact. Use this priority when the CCMS is not functioning for anyone. Examples:
Examples that would not be considered a "System Failure" incident:
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2 - High |
This priority has a significant business impact. Use this priority when the CCMS is having issues that significantly encumber your work. Examples:
Examples that would not be considered a "High" incident:
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3 - Normal |
This is the default priority for tickets. Examples:
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4 - Low |
Use this priority for questions that do not need an immediate resolution, or for issues that do not need to be investigated in the near future and have minimal to no impact on users. For example, issues that do not need to be investigated in the near future and have minimal to no impact on users. |
5 - Very Low |
Use this priority for questions that do not need a resolution in the near future. Note: In practice this level of priority is rarely used. Recommend
using P3 or P4.
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