How we prioritise tickets

In IT Service Management, the term "priority" is used to determine the order in which incidents or issues need to be resolved based on their urgency and impact on business operations. The priority level is usually denoted by P1, P2, P3, and P4, where P1 is the highest priority and P4 is the lowest. Here's a general breakdown of what these priority levels typically mean:

  • P1 - Critical/Very High Priority: These are major incidents that have a severe impact on business operations and require immediate attention. Examples include system outages, security breaches, or any issue affecting a significant number of users or critical business functions.
  • P2 - High Priority: These are high-impact issues that affect a large number of users but are not entirely stopping business operations. While important, these issues can tolerate a slightly longer resolution time compared to P1 incidents.
  • P3 - Medium Priority: These are issues that have a moderate impact on business operations. They often affect a smaller number of users or non-critical business functions and can be scheduled for resolution within standard operating hours.
  • P4 - Low Priority: These are minor issues or requests that have minimal impact on business operations. They typically affect a single user or a small group of users and can be resolved within a longer timeframe without causing significant disruption.