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SAU IT strives to resolve all issues as quickly as possible, but if there are more issues open at the end of the day we prioritize and change how we respond. The chart below shows how we prioritize tickets and decide which tickets will be resolved more quickly, you can see these attributes on a ticket request under "impact" and "urgency," "priority" on a ticket is calculated automatically but can be overridden.
We try to get a response on every ticket within two business days, but sometimes that is not possible. Some tickets will stay in our ticket queues for as much as a couple months before they are resolved if we cannot get through the higher priority tickets. Anyone is welcome to push back and let us know if you think a ticket is unfairly not being prioritized or if you are concerned about your request getting completed.
Examples of prioritization.
One printer in a department is broken, but there are two printers in the department. The "impact" would be medium because multiple people could be impacted, but the "urgency" would be low as it is just inconvenient to use the other printer that may just be a few steps away. This would set the overall ticket rating to "low" which means every other ticket would be a higher priority ticket.
One printer in a department is broken, and there are no other printers on that floor. The "impact" would be medium because multiple people could be impacted, but the "urgency" would be medium as work would be impaired because people may need to make a trip to another building or floor to print. This would set the overall ticket rating to "moderate" which would be prioritized above a "low" ticket.
Current backlog: We are currently behind on requests, and working to find ways to increase our response times. Our goal for critical and high tickets is still to resolve them the day they are requested. "Moderate" tickets are taking about a week or two weeks to get done, and "low" tickets are taking one to two months to complete.