ITSM Glossary of Terms

Learn the definitions and uses of key industry terms including IT service management (ITSM), standard operating procedures (SOP), risk management and more.

Posts about Ticket Priority:

Ticket Priority

Sep 24, 2022 4:05:46 AM

What is Ticket Priority? 

Ticket priority is the assigned order by which techs should process service tickets. Priority is often determined by each ticket’s service-level agreement (SLA). Typically, priority levels include: 

  • Low priority 
  • Medium priority 
  • High priority 
  • Urgent priority 

Some issues, like a major service outage, are business-critical and can automatically be pushed to the top of the priority list. Others, like a general question about a product, for example, are usually considered a lower priority. In addition to SLAs, prioritization can be determined by a number of things, including how critical an issue is, how long a user has been waiting to receive a resolution, how high-profile a client is, and more.