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      Ticket system Priority

      This article describes how the Priority field is determined and how it is used

      Submitted Ticket Priority

      • On the Submit a Ticket page, the ticket submitter ranks their cases by Impact and Urgency which we combine into a Priority value which we use to prioritize the ticket.
        • Impact is to indicate how large of an impact the ticket has for the customer
          • Does it impact one user, one store or group, or the whole company
        • Urgency is to indicate how much the issue affects the ability to continue working
          • Does the issue allow work to continue, does it do so only with a workaround or does it stop work
        • We combine these answers according to the following chart
        • In situations where we need to decide which case to work on next, Texada Support works top-down by Priority
        • If all cases are ranked at the same priority, Texada Support decides which one is worked on next

      Submitted Ticket Severity

      • Severity is defined by Texada to indicate how affected our Applications are by the submitted issue and is set by Texada Support staff.
        • Issue severity can be looked up in the Texada ticket portal and is communicated to customers in our standard email template.
        • Customers are encouraged to update Texada Support in case they feel that Severity is inaccurately determined on their submitted issue.