When registering a support case via the IFS Support Portal does the IFS Support Agent define the case priority or can you suggest an appropriate priority as the Client?
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When registering a Support Case does the IFS Support Agent set Case Priority or the Customer?
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Information updated following the launch of the IFS Service Center in Q4 2022
Priority assignment is based upon ITIL principles and aligned to a matrix of three impact levels and three urgency levels which drive the Priority assignment for a case.
For example a Highly time critical issue which is very high impact would be assigned priority 1, whereas a less time critical issue with minimal business impact would be assigned priority 5.
As shown in the matrix below, when raising an issue Urgency maps to the field “What is the urgency of your issue”
High = an urgency rating of 1 Moderate =2 and Low =3
Whilst Impact maps to “What is the Nature of your issue” field
A service is down or I have a security concern are Impact 1
A significant capability is not working is impact 2
And a service is degraded or report something else are impact 3
Through these inputs we ensure that the priority is aligned with exactly what you are telling us it should be.
The Case Assignee will review the priority assignment along with information provided within the case to validate that the case priority is correct based on the definitions listed in the Global Support Policy.
The Case assignee has the ability to change the priority but will only do so in agreement with the case caller.
It is therefore critical that when registering a case that you describe the Business impact of the issue in sufficient detail so that the Agent can Evaluate and classify the case priority accurately.
The more detailed the description of the issue is, the faster IFS can help resolve it.
Information about how the issue is impacting your business is essential for appropriate priority classification. Below is a guide on how you can structure the issue description.
What: What is the issue you are experiencing?
Useful details to include:
- Observed behaviour/symptom
- Expected behaviour
- Affected screens
- Recreation steps
- Any recent changes or known causes
- Attachments: Screenshots, logs etc.
- Frequency of the issue, repeatable or intermittent
How: How is the business affected financially or reputationally, known workarounds, consequences
When: Relevant Timelines/deadlines/project phases
Who: Ensure the contact person is available to drive case resolution and knowledgeable about the issue
Other Best Practice Guidance
Include 1 x problem per case
Include a “meaningful” short text description (error-related information)
The person raising the case should know the detail or be able to relay answers quickly.
Make sure contact email and phone numbers are correct.
Make sure, when IFS come back with questions you turn this around promptly or explain why you need more time. Keep the case “alive”
Providing this information will support an accurate evaluation and classification of the issue and ultimately a shorter lead time to resolution
If you feel the assigned priority is incorrect you can contact the case owner providing additional information to help ensure the correct priority is set noting the definitions provided in the Global Support Policy
Please also refer to:
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