Work Order Priority Guidelines
These are the guidelines used by Info Tech Staff for assigning work order
priorities. The priority number should reflect both the severity and
extent of the problem.
Priority 1:
Disrupted or restricted service University-wide
Disrupted or restricted service in a classroom used for instruction
Faulty equipment poses a safety risk to employees or facilities.
Priority 2:
Disrupted or restricted service to a group of people
Examples: - department printer - A computer lab or multiple machines in a lab
- Network menu application for Accounting classes
System or parts received:
When a system or part is received it will be Priority 2 until the work queue
manager confirms that the part received is the same as the part ordered. If an
order is incorrect, it must be returned promptly to comply with vendor return
policy. After confirmation, the queue manager may move the work order to the
appropriate priority based on the function of the system or part.
Priority 3:
Disrupted or restricted service to an individual who can not properly perform
their job duties without restoration of service
Examples: - monitor out - no replacement available - machine won’t boot -
sound card installation required to develop classroom curriculum - software
installation when software is critical to job responsibilities
Priority 4:
Disrupted or restricted service to an individual who can still perform all or
most job duties
Examples: - Outlook doesn’t run - monitor is wavy intermittently
Requests for improvement
Examples: - sound card and speaker installation