Editorial draft available to read. Factual and language review is pending. Examples are illustrative.
Decision and scope
Priority should reflect business impact and available alternatives. Distinguish a compromised function from a requested enhancement. Define shared criteria for urgency, affected users and whether work can continue through an agreed route. A strongly worded request does not by itself establish that the entire service is unavailable.
Illustrative example
Illustrative example: a form losing every submitted request may require urgent response, while adding an optional field is an enhancement. A display error on a secondary page has a different priority if the main customer journey remains usable. The classification records the observed impact and any temporary workaround.
Acceptance check
Review examples with business and support owners to avoid arbitrary labels. Allow reclassification when new evidence appears. Accept the criteria when two reviewers assign similar priorities to the same case and can explain the impact behind their decision.
Key takeaways
- Accept the criteria when two reviewers assign similar priorities to the same case and can explain the impact behind their decision.