3.2 Incidents priority

Etere support team manages tickets according to a priority order, that allows to provide an efficient service.

This one below is the priority order the support team follows, starting from the highest priority tasks to the lowest ones.

Note: This is the standard in normal working days, but, in some particular cases there could be some exceptions.

1. Urgent cases and tickets from Remedy with priority=high or priority=medium

A customer writes to support saying that he's having a critical issue. In these cases the more support waits, the higher is the damage for the customer. Support has to address the issue immediately and solve it, or at least restore operations as soon as possible.

Remedy tickets with priority High or Medium fall into this group for the same reason already described and also because support has strict timings to manage Remedy tickets and Etere could run into penalties if these timings are not complied (see chapter 147.9.2.0 Etere support boundaries).

2. Tasks and appointments assigned by Laura for customer tickets

A support technician can have one or more tasks assigned by Laura, at a specific time agreed with the customer, to carry out. In this case, at the time agreed you have to take care of the assigned job. In case of unexpected, more urgent matters that no one else can manage, you should contact the customer and ask politely to postpone the activity.

3. Incidents highlighted in orange and requests from Fabio

A ticket is highlighted in orange in these cases:
- At least 1 hour is passed since the mail has been catalogued
- The ticket priority Fabio set for that ticket is high (remember: the lower is the number, the higher is the incident priority)
- It's a Remedy ticket with priority=high (see point 1)
Requests from Fabio doesn't always have a high priority, but it's better to process them as soon as possible.

4. Incidents in status EMAIL RECEIVED, from the oldest ones to the newest

These are generic tickets, which should be taken according to the order of arrival. Sort the incidents list by Last update and take the oldest incident in status EMAIL RECEIVED.

5. Internal tasks assigned to you

In case there are no tickets that fall in the previous groups, you may want to open a dedicated ticket and take care of some internal tasks, like writing the online help, double check a weird behaviour you saw while using Etere or simply improve your Etere knowledge.

If the task you started requires more time than expected, you can forward the ticket to yourself and continue when you have again some spare time.

This kind of incidents doesn't have a high priority like the previous ones, but they fall within this group because no one will take care of a ticket assigned to you specifically (unlike fixes and bugs to h24) and because you shouldn't leave a ticket in progress for too much time.

Of course, it depends on the task. In some cases, it's priority could fall in the group n.8. From this group on, it's harder to define a rule for the priority in managing tickets, it could depend on what the ticket is about. It could be up to you to decide which task is more important.

6. FIXED incidents and MET tests

In the moments when all the tickets have been managed and support is not receiving emails, you can use your time to test some fix the developers made. Some of them are modifications for customers, some are fixes for issues signaled by support or by developers themselves. Moreover, some fixes could have a high impact on the normal functions or modify the behaviour of an important module (e.g.: Automation), so these are fixes that should be tested carefully and extensively.

Refer to chapter 3.4.0.0 How to test a fix for more details.

7. BUG TO H24 incidents

8. Personal tickets

In case there are no tickets that fall in the previous groups, you may want to open a dedicated ticket and take care of some internal tasks, like writing the online help, double check a weird behaviour you saw while using Etere or simply improve your Etere knowledge. If the task you started requires more time than expected, you can forward the ticket to yourself and continue when you have again some spare time.