CloudBlue Support has introduced a new way to determine the Priority of tickets by focusing on Impact and Urgency. 

This change aims to streamline the triage and resolution processes and ensure that issues are addressed more effectively.

Impact

Impact refers to the effect an incident has on your organization’s service levels. It measures how many customers, resellers or systems are affected by the issue.

High: An incident that affects a large number of users or critical systems. 

• Example, Platform-level issue affecting  33% or more customers.

Medium: An incident that affects a moderate number of users or important systems. 

• Example, Feature-level issue affecting 33% or more customers.

Low: An incident that affects a small number of users or non-critical systems. 

• Example, Single customer affected.

Urgency

Urgency indicates how quickly an incident needs to be resolved. It measures the time sensitivity of the issue.

High: An incident that needs immediate attention because it significantly disrupts business operations.

• Example, A processing system failure affecting important and financial expressive orders causing potential revenue loss of 33% or more.

Medium: An incident that needs to be resolved soon but is not immediately critical.

• Example, A processing system failure affecting less important and financial expressive orders causing potential revenue loss of lower than 33%.

Low : An incident that can be resolved within a longer timeframe without causing significant disruption.

• Example, A minor issue with reports, dashboard or displayed information that does not affect daily operations and can be scheduled for a future update.

How They Work Together

The Priority of a ticket is now determined by combining Impact and Urgency. This is often represented in a Priority Matrix, where each combination of Impact and Urgency levels results in a specific Priority level (e.g., Low, Medium, High and Urgent).

For example:

Benefits of the New System

This new approach offers several benefits:

Consistency: Ensures that all tickets are prioritized based on a standardized assessment, reducing subjectivity.

Efficiency: Helps your team focus on the most critical issues first, improving response times and service quality.

Transparency: Provides a clear rationale for ticket prioritization, making it easier for customers to understand why certain issues are addressed sooner.

By accurately assessing the Impact and Urgency of each incident, we can ensure that our team focuses on the most critical issues first, improving overall service efficiency.