How does ITS sets its priorities on what tickets need to be worked first?
A. ITS receives approximately 300-350 “official” requests for service on a monthly basis. Some of these problems are simple issues that can be resolved in minutes and others can take days. Our highest priority is assigned to student/instructional outages where there is no short-term fix available. Our next highest priority is assigned to our access to the HP300 and to the Internet. Our next highest priority is assigned to a localized outage where multiple people are down in the same office or area. Our lowest priority is assigned to minor issues that do not directly have a detrimental effect on students or production. Additionally, requests for new services will generally have a lower priority than restoring a service already in production.
