Incident priorities

RTIR
1

Hello,

While working on fresh RTIR install came to some dilemma - how to implement
incident prioritization properly. Incident queue do have priority CF, but I
don’t see any functionality tied with it. Probably it is possible to do it
by using SLA extension by assigning different timing requirements to the
appropriate incident criticality but not sure how it is practical in all
cases.

Could you share how do you implement that in your installations?

Best regards

Marius

2

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Hash: SHA1On 02/11/15 09:30, Marius Urkis wrote:

While working on fresh RTIR install came to some dilemma � how to
implement incident prioritization properly. Incident queue do have
priority CF, but I don�t see any functionality tied with it.
Probably it is possible to do it by using SLA extension by
assigning different timing requirements to the appropriate incident
criticality but not sure how it is practical in all cases.

Could you share how do you implement that in your installations?

Here at Janet, initial incident prioritisation is flat.
All initial incidents are created equal, and are priority is
determined by the order that they arrive. They are assigned a due time
according to our SLA.

Essentially, it is “First Come, First Served”

Jamie

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