![]() I completely agree with what you are saying. Well DallasTCarter, We here in Texas have learned to split ourselves up into itty bitty cells like the teleport system on Star Trek but instead of sending all the cells to one place we beam them to all the VIPs that are first on the list. Obviously, certain VIPs have a bit more leeway. That's not going to get escalated to critical. And if you knew about the problem but didn't bother to tell the IT department for weeks, and you want it fixed NOW because you're leaving town in 4 hours. ![]() But if you're the only person who can't send email, it isn't. If nobody can send email, that's critical too. If the company can't process orders and take in money, that's critical. I think it may serve everyone better if they know what the scale of urgency is and that you'll set the priority according to that. ![]() Then again, that idea would be horrible if you've got 140 tickets in the queue! Even if they believe their issue is urgent, they know there's three others in the line. At least that gives them an idea of what is on the department's plate. Like publishing a pie chart that shows you have 4 urgent issues and 16 moderate level tickets. I was thinking something along those lines as well. I think having "estimated # of people in front of you" would be more appropriate, but not sure how you would implement that. One of my personal favorites is Kayako Opens a new window. While the software isn't too special (it could really be applied to anyone), I don't know if they'd be an option for you. TeamDynamix specializes in higher-education. You may need to venture outside Spiceworks for more sophisticated features. Spiceworks offers a very simple, bare-bones sort of incident management system. If you don't already have SLAs in place, it would probably be wise to look into it. TD also has other fields for setting a Service Level Agreement (SLA), which would probably be more appropriate for your type of situation. TeamDynamix Opens a new window does allow us to set a specific priority for specific users, however, we don't use this feature so I don't know how well it really works. I am just curious because we are working on how to make spiceworks work in this way. They both are down they both are affecting a single user however because the doctor is seeing patients and this could be affecting patient care this should be high or emergency priority. If a doctor puts in a ticket about a bad mouse and someone else puts in a ticket about a bad mouse. The great thing about the above system is, for all the users knows, their issue has the highest priority possible, but their issue is actually prioritized appropriately.ĭoes TeamDynamix allow the priority to be affected by who the user is? What I mean by this is we are a Healthcare organization, we have all the departments most companies have but we also have doctors seeing patients. I wouldn't make your priorities public unless you're prepared to argue and explain to everyone why their issue is unimportant, and this isn't setting you up for good customer service. but it doesn't make it a high priority unless it's affecting enough people to warrant special attention. For instance, no issue affecting a single person will ever go above medium priority (unless we manually override the setting for a special circumstance).īasically, this allows us to mark urgency as High any time a user requests it. Priority is set automatically based on settings in Impact and Urgency. Impact and Urgency are displayed to the end-user, but Priority is not. Impact asks whether the issue is affecting a single users, a department, a division, or everyone.įinally, Priority has many options from Low to High and Emergency. I recently started a new internship at an organization that uses TeamDynamix for issue tracking.
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