Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.

  • Funderpants @lemmy.ca
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    1 year ago

    I think that’s because many ticket systems implement the ITIL priority matrix??, or something. I’ve been away from helpdesk for a number of years now and only kind of rember a matrix I probably only kind of correctly described.

    Our system let users pick only some of the matrix values, they couldn’t declare a high priority, high impact, high urgency, ticket on their own. Like you, we handled setting the “true” value once the ticket was moved past level 1/evaluated by someone in IT.

    • end0fline@startrek.website
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      1 year ago

      I think you are exactly correct on that! It is something that seems like it would be useful, but nowhere I’ve ever worked used it correctly.

    • 5redie8@sh.itjust.works
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      1 year ago

      Yup, we use a decently popular ticketing system that follows this, even has a mini training course to allow you to understand it all iirc