Help Desk Incident Priorities
When you contact the Help Desk for support, a new incident is logged to document the question or issue you’re reporting. If the help desk analyst is unable to resolve the incident, they will assign it to another IT group. You will receive an email with the incident number and the estimated response time.
Incident priority is based on the situation and how many users are affected. Priorities and re-sponse times are listed in the attached flyer.