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      Ticket SEVERITY explained

      "Severity" is a field that is manually applied - by an Agent - to all "problem" tickets, in order to categorize the magnitude of the problem reported in the task.  Severity is oftentimes confused with priority, or, how quickly the issue must be resolved.  While a ticket's severity does contribute to its relative priority, it does not singularly determine it. 


      Severity Definitions

      0 – Fire

      A sudden problem that causes a major outage of the SaaS.

      • The PromoSuite+ environment is inaccessible
      • The Next platform is inaccessible to end-users
      • The link to Production has disappeared from users’ navigation panel and is inaccessible


      1 – Loss of Business

      A problem that disrupts the SaaS in such way that it may lead to a loss of business in the short term.

      • Stations are unable to add cart number to orders (they’re doing it manually for now)
      • Market Admins unable to add new users (but PromoSuite can add them for anyone who needs it)
      The difference between these first two severities is nuanced.

       

      A “0-Fire” is typically applied to outages of core services that impact most/all customers where a “1 – Loss of Business” is typically anything else that disrupts our clients to the extent that it represents a loss of business for them or us (until the issue is resolved).

      Tasks with either severity are likely to be prioritized with similar urgency, though a “1 – Loss of Business” with a workaround provides more runway with which to work.


      2 - Loss of Functionality

      A problem that prevents the SaaS from working as intended.

      • “Search” functionality within Production only functions on page 1, not on any page thereafter
      • Need a client approval process so users can share produced spots with clients & get approval
      • Unable to edit/update my user avatar


      3 - Usability Issues

      A problem that negatively impacts the user from properly using our SaaS as intended.

      • Front desk can’t figure out that you need to click on winner history, then click small plus sign to distribute the prize.
      • Jock called asking where the overview of the schedule log is on the Studio screen.


      4 - Aesthetic Issues
      A problem that prevents the SaaS from looking or presenting as intended.

      • Calendar extends too far down the page and blocks  start date field box.
      • The “+ Add to Rotation” button is misaligned on the Production Order page.
      • Inconsistent fonts being used in the Gawd admin >> Broadcast Group page.