How are support ticket priority and severity determined in Polyosync?
Support ticket priority and incident severity help distinguish between issues with different levels of operational impact.
Although these concepts are related, they are not always identical.
Severity generally describes the impact of a problem.
Priority generally describes how urgently the problem should be handled.
The exact classification model depends on the applicable support system and contractual arrangements.
What factors may influence severity?
1. Whether the platform or an essential function is unavailable.
2. Whether customer-facing operations are affected.
3. Whether multiple users or departments are impacted.
4. Whether an important business process cannot execute.
5. Whether an integration failure prevents normal operations.
6. Whether a viable workaround exists.
7. Whether the incident involves potential security or privacy concerns.
Examples
A minor visual issue that does not affect functionality generally has a different impact from a complete inability to access an organization's workspace.
An isolated non-critical automation failure may be assessed differently from a failure affecting a customer-facing AI Employee used for essential business operations.
A suspected data exposure should be identified clearly as a security concern.
Can customers choose their own severity?
The available ticket interface may permit users to describe or select urgency.
However, the final handling and contractual classification of an incident depend on the applicable support process and agreement.
Does selecting the highest priority guarantee the fastest possible resolution?
No.
Priority influences how an issue is assessed and handled, but it does not guarantee a particular technical outcome.
How can I help Support assess severity accurately?
Explain:
1. What functionality is affected.
2. When the issue began.
3. Whether it is ongoing.
4. How many users or operations are impacted.
5. Whether customers are affected.
6. Whether a workaround exists.
7. Whether the issue creates a security concern.
Recommended practice
Describe business impact factually rather than relying only on labels such as "critical" or "urgent."