ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including 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.