Body
Environment
- TeamDynamix tickets
- Users of TeamDynamix (technicians), rather than customers/clients
Issue
Understanding the Impact, Urgency and Priority fields
Resolution
Set Impact based on the number of people affected:
- Affects User: 1-2 people
- Affects Group: 3-10 people; a team
- Affects Department: 11-200 people; a department as we commonly know it; occupants of a specific building
- Affects Organization: 201 or more people; University of Michigan; Michigan Medicine; LSA; All MiWorkspace users
Set Urgency based on how the issue is affecting people and their ability to complete any aspect of their work:
- High: Some aspect of their work is stopped
- The function in question cannot be completed
- Work includes a wide variety of academic and administrative functions connected to the U-M missions
- e.g. "I cannot enter grades," or "I cannot log in to pay my student's tuition" or "I can't get signed in to Canvas to take a quiz for class"
- There is no computer available for a new director who starts tomorrow at 8am
- Medium: Work is impaired
- Impaired means the function can be completed but only in an abnormal or diminished way
- Requires more time and effort than is normally needed
- e.g. "The printer by my office is jammed" [particularly if there's a less convenient one available] or "I can only find the Canvas quiz when I sign into an Incognito page"
- Low: Work is not stopped or impaired
- e.g "The font on this webpage is too large; I need to scroll around too much to read everything"
Refer to Priority as guidance for which tickets to work first
- Priority is calculated from Impact and Urgency, per the table below
- Technicians can manually override the calculated value for Priority, based on professional judgement
- When manually overriding Priority, record the reason in the ticket
How Impact and Urgency Result in Priority
|
Impact
|
Urgency
|
Priority
|
|
Affects User
|
Low
|
Low
|
|
Affects User (Default)
|
Medium (Default)
|
Low (Default)
|
|
Affects User
|
High
|
Medium
|
|
Affects Group
|
Low
|
Medium
|
|
Affects Group
|
Medium
|
Medium
|
|
Affects Group
|
High
|
High
|
|
Affects Department
|
Low
|
Medium
|
|
Affects Department
|
Medium
|
High
|
|
Affects Department
|
High
|
High
|
|
Affects Organization
|
Low
|
Medium
|
|
Affects Organization
|
Medium
|
High
|
|
Affects Organization
|
High
|
Emergency
|
Additional Information
- Forms can be configured to include or omit Impact and Urgency
- ITS forms are generally configured to require Impact, Urgency, and Priority in the technician-facing interface
- Note that Impact can apply to any aspect of a person's job; it does not need to be all the work they need to do today that is interrrupted.
For assistance, submit a request here: ITS-TeamDynamix Support.