Search found 2 matches

by TCH-Frank
Mon Jun 08, 2015 11:09 am
Forum: The ITIL Service Desk
Topic: Incident Priority - High and downgrade or low and escalate
Replies: 8
Views: 11591

Clarification!

Thanks for the replies everyone. It isn't an error so to speak. We monitor customer activities, and sometimes the customers are just delayed in sending us files. Normally, this doesn't pose an issue so the ticket is a priority 3. On occasion if the problem lingers it can cause major issues to other ...
by TCH-Frank
Tue Jun 02, 2015 5:30 pm
Forum: The ITIL Service Desk
Topic: Incident Priority - High and downgrade or low and escalate
Replies: 8
Views: 11591

Incident Priority - High and downgrade or low and escalate

Hello all. New to the forums. I have a quick question regarding best practice. Say there is a potential incident that could occur on a fairly routine basis. This issue has the potential to be rather impactful but normally is resolved within a reasonable time. When it comes to opening an incident... ...