| 5 - Very High |
System Failure/System Down
This priority has a critical business impact. Use this priority when the CMS is
not functioning for anyone.
Examples:
- Majority of users cannot use a critical functional aspects of
IXIASOFT CCMS (e.g. lock,release topic) and no workaround is
possible
- Data, indexes are corrupt or lost
- TEXTML does not start
- Output Generator does not start - the system cannot produce any documents
- No users can connect or use the Web Author
- Java/Eclipse related errors (systemic behavior - all users are
impacted)
Counter Examples (not typically classified as Very High):
- System is still operational following a one–time outage; root cause analysis
required
- First–time installation - pilot project or staging area
- Functional issue but workaround available (e.g. A user cannot do an operation
on a map view but the user can open the map in XML and manually intervene)
- Output Generator is working but the output is not formatted correctly
- Customer is not available for collaboration with support engineers after hours
- Feature Request or customization
- The system develops a behavior following a customer's
unauthorized intervention to system parameters, configuration files or the
software
|
| 4 - High |
Critical Issue
This priority has a significant business impact. Use this priority when the CMS
is having issues that significantly encumber your work.
Examples:
- Degraded system performance not related to the customers infrastructure
- IXIASOFT CCMS has a functional issue. A
workaround may be possible but implementing the workaround is time consuming and
will adversely affect the End User
- Erroneous behavior of an IXIASOFT CCMS
function:
- Content import not working
- Missing items from search
- Backup & restore problems but system is running
- File/object lock issues (experienced by some users issue but
not systemic behavior)
- Java/Eclipse related errors (some users but not systemic
behavior)
- Output Generator output that was valid in the past and is
not anymore (no modifications were done)
- Users cannot connect and use IXIASOFT CCMS Web
Counter Examples (not typically classified as High):
- Stylesheets were updated and the output documents are invalid
- Customer is not available for collaboration with support engineers after hours
- Feature Request or customization
- The system develops a behavior following a customer's
unauthorized intervention to system parameters, configuration files or the
software
|
| 3 - Normal |
This is the default priority for tickets.
|
| 2 - Low |
Use this priority for issues, questions, or enhancement requests that do not need
a more immediate resolution.
|
| 1 - Very Low |
Use this priority for questions or enhancement requests that do not need a
resolution in the near future.
|