When creating a ticket, itβs important to assign the correct priority level. This ensures your request is handled appropriately based on its urgency and impact on your business operations.
By default, the Priority is set to Normal, but you can select the level that best describes the urgency of your issue or request.
Note: Currently Support is offered out of India (Indian Standard Time) only and excludes Indian and Customer Country holidays. Business Days are MondayΒ to Friday only.
β Priority Levels Explained
π΄ Emergency
π Definition:
A critical system outage or failure that has an immediate and severe impact on your business operations.
π¨ Requires immediate attention.
π When to Use:
- The entire system or application is completely down and unusable.
- A critical function has failed, halting operations entirely.
- Thereβs no workaround available, and the issue needs an immediate fix.
π Response Time Goal:
Within 1 Business Day (as per SLA)
π Examples:
- Complete system downtime for M EMS or your Web/Mobile application.
- Major data loss or data corruption.
- Severe security breach or vulnerability actively being exploited.
π Urgent
π Definition:
A major issue causing significant disruption, but not a total outage. Business operations are seriously impacted, and the issue needs fast attention.
π When to Use:
- Critical features are partially failing.
- Key business processes are delayed or impaired, but there is a temporary workaround.
π Response Time Goal:
High priority (typically within 2 business days)
π Examples:
- Sales processing module is malfunctioning but can be worked around manually.
- Mobile app crashes for specific user groups.
- Reports not generating for management teams before important deadlines.
π’ Normal (Default)
π Definition:
A standard request or issue that doesnβt critically impact business operations.
This is the default priority if you are unsure.
π When to Use:
- Routine issues or support requests.
- Inquiries that do not affect day-to-day business operations.
π Response Time Goal:
Standard priority (typically within 3 business days)
π Examples:
- Assistance with a user account setup.
- Questions about system functionality or how-to guides.
- Non-critical system messages or errors.
π΅ Good to Have
π Definition:
A non-urgent request or suggestion that would be nice to have, but is not essential for current operations.
π When to Use:
- Youβre requesting minor tweaks or non-critical changes.
- Itβs a low priority task that can be scheduled for a future update.
π Response Time Goal:
As time allows / Next planned release cycle
π Examples:
- Request to rename a field label for clarity.
- Suggestions for user interface improvements that do not affect functionality.
π£ Enhancement
π Definition:
A request for new features, additional functionality, or system enhancements that go beyond existing capabilities.
These are planned as part of future product updates or custom development.
π When to Use:
- Youβre proposing a new feature or module addition.
- Requesting integration with another system.
- You want to improve or extend the capabilities of your current system.
π Response Time Goal:
Evaluated and scheduled in roadmap / development cycles (typically after estimation and approval)
π Examples:
- Adding a new analytics dashboard.
- Creating a custom report not currently available.
- Developing a new workflow automation.
π How to Choose the Right Priority?
-
Impact on Operations
- Is your business halted, impaired, or unaffected?
-
Urgency of Resolution
- Do you need an immediate fix, or can it wait?
-
Long-Term Value
- Is this a critical issue, or an improvement request?
β Pro Tips
- If you're unsure which priority to choose, select Normal and describe the issue clearly. Our team will reclassify it if needed.
- For Emergency or Urgent tickets, please ensure the description includes the impact, error messages, and any screenshots or logs to expedite resolution.
- Enhancement and Good to Have items may be subject to project scoping, cost estimation, and approval processes.
β Example Scenarios at a Glance
Priority | Example |
---|---|
Emergency | Entire M EMS system is down; no users can log in. |
Urgent | Invoices cannot be generated, causing payment delays. |
Normal | New employee user account setup request. |
Good to Have | Request to reorder menu items on the dashboard for easier navigation. |
Enhancement | Proposal to integrate M EMS with a third-party CRM for automated lead tracking. |
β Need Help Choosing Priority?
If youβre unsure which priority to select, contact us:
βοΈ support@mindsparktechnologies.com
For more detailed guides, visit our Knowledge Base:
π https://ticket.mindsparktechnologies.com/help/en-us/6-general