The method within the GSM Issue Tracking system for identifying service request priority is
named “Urgency” and will be used prioritize requests based upon their perceived criticality.
Requests are addressed based upon the Urgency, then on a first in, first out basis
Urgency 10 - Emergency: Problems affecting multiple users and causing a work
stoppage for a large group or entire staff. IT staff will begin working on the problem
immediately. IT staff will notify senior staff of the status on a regular basis until the issue
is resolved or a definite timeframe for resolution can be determined. Examples of a
Urgency 10 service request includes: a server hardware failure, failure of department-
wide software program/service (i.e., VPN, Application Server, RaPS, EMS, etc), email
system outage, failure of computer labs while a training class is in session, or failure of
classroom A/V equipment.
Urgency 8/9 – Work Stoppage: Problems causing a work stoppage for a single user. IT
staff will begin working on the problem within two hours (assuming staff is not already
assigned to a higher priority). IT will provide a status on resolution regularly until the
issue is resolved or an estimated timeframe for resolution is identified. Examples of
urgency 8/9 problems include: complete failure of a computer or monitor, or employee
relocation due to environmental emergency. This does NOT include new user requests
(ref: the Routine section).
Urgency 5-7 – Disruption: Problems interfering with the timely and effective work of an
individual, or problems directly impeding the instructional mission of the school. IT will
begin working on the problem as soon as possible. Examples of urgency 5-7 problems
include: inability to use a particular software package, or software application problems;
or classroom operational issues. Faculty support issues will generally be assigned as
urgency 7, unless timely repair is not an issue (e.g., planned replacement of computing
equipment where timing does not affect instructional mission).
Urgency 2-4 – Routine: Scheduled services and/or projects. The timeframe for these
requests will be handled when practical, based upon existing work backlog and staffing
availability. Examples of urgency 2-4 issues include: new/updated access to network
services or software, installation of a new computer, printer problems, computer
equipment move, audio/visual setups, consulting services, software/system development.
Urgency 1 – Incoming: New requests are automatically assigned this level, which will
be generally reviewed by the IT staff within 1 business day and changed to the
appropriate level.
New User/Employee Account/Equipment Requests - New user account requests are
initially considered Routine. Supervisors should anticipate the potential delay and submit
the request well in advance of the employee’s start date (i.e., best to address immediately
after offer is accepted). Urgency l will be increased over time based upon the following
criteria:
o Routine: Initial request. A minimum of 1 week notice prior to employee’s start
date is expected.
o Disruption: After employee’s start date, but not sooner than 1 week after initial
request
o Work Stoppage: After employee’s start date, but not sooner than 2 weeks after
initial request