Breadcrumb

Incident Management Guidelines

Impact - The number of users affected by the incident

   1.  Are other people at your location impacted? 

High

  • A single agency, all impacted
  • Users affected at multiple agencies

Medium

  • Multiple users within a single agency
  • VIP

Low

  • Single individual / user
 

Urgency - How quickly the organization needs resolution

   1. Are you able to work around the incident? 

   2. Is this disruption business critical?

High

  • Resulting in a significant business disruption
  • No workaround is available
  • Unable to perform normal business operations 

Medium

  • Causing a work disruption
  • No workaround is available
  • Affecting the user's ability to perform normal business operations

Low

  • No work disruption
  • A workaround is available
  • Impairing the user's normal business operation 

Priority - The combination of impact and urgency

Impact​UrgencyPriority
​HighHighHigh
​Medium​HighHigh
​Low​High​Medium
​High​Medium​High
​Medium​Medium​Medium
LowMedium​Low
​High​Low​Medium
​MediumLowLow
​Low​LowLow​