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Este documento detalla el flujo de escalación del soporte técnico, asignación de niveles de tickets (Tier) y categorías de severidad, así como instrucciones sobre cómo crear y gestionar tickets

How to fill out ticket tier and severity

To fill out ticket tier and severity, follow these steps:

1. Identify the nature of the ticket: Determine whether it relates to a technical issue, a request for assistance, or a general inquiry.
2. Assign the appropriate ticket tier: Consider the complexity and urgency of the issue. Different organizations may have various tiering systems, but they usually range from low priority to high priority.
3. Evaluate the severity of the issue: Assess the impact of the problem on the user or the organization's operations. Severity levels can include low, medium, high, or critical.
4. Determine who needs to fill out the ticket tier and severity: Typically, it is the responsibility of the person reporting the issue, such as a customer, an employee, or a user of a system.
5. Provide all necessary information: When filling out the ticket, ensure you include a clear description of the problem, relevant details, and any supporting documents or screenshots.
6. Submit the ticket: Once completed, submit the ticket through the designated channels, such as an online ticketing system or by contacting the appropriate department.

Ticket tier and severity are essential for both the person reporting the issue and the organization providing support. They allow for efficient prioritization of tickets, ensuring that critical or urgent problems receive prompt attention. Ticket tiers and severity levels also help in allocating resources appropriately and maintaining service level agreements.

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What is ticket tier and severity?

Ticket tier and severity refer to the classification and level of urgency assigned to a ticket or incident in a support system. It helps prioritize and assign resources based on the impact and severity of the issue.

Who is required to file ticket tier and severity?

It is typically the responsibility of the person or team encountering the issue or incident to assign the appropriate ticket tier and severity. This can be individuals from customer support, IT, or other relevant departments.

How to fill out ticket tier and severity?

To fill out ticket tier and severity, assess the impact and severity of the issue. Consider factors such as the number of affected users, business impact, and urgency. Assign a tier and severity level accordingly based on predefined classifications or guidelines in your support system.

What is the purpose of ticket tier and severity?

The purpose of ticket tier and severity is to prioritize and allocate resources effectively. It helps ensure that critical issues receive prompt attention and enables efficient resource management by aligning support efforts with the impact and urgency of the reported incidents.

What information must be reported on ticket tier and severity?

The ticket tier and severity should include information such as a concise description of the issue, affected systems or services, relevant error messages or codes, and any initial troubleshooting steps undertaken. Additional context or log files may be requested depending on the severity level and support process.