How a ticket's priority is decided

A support ticket's priority is worked out from what it says: words like outage, cannot, blocked or urgent, the kind of request, and how many people are affected. If the person raising it chose a higher priority, theirs is kept. The reason is shown on the ticket.

• An outage, data loss or security problem is urgent; cannot, unable, blocked or an error is high.
• An enhancement or training request is worked at normal or low.
• More than one person affected raises it a step; ten or more makes it urgent.