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minor typos and clarifications regarding SR/IN and ticketing/card

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Marius Pana 2017-01-21 12:03:08 +02:00
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docs/before/severity_levels.md
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@ -1,4 +1,4 @@
The first step in any incident response process is to determine what actually constitutes an incident. We have two high level categories for classifying incidents: this is done using "SR" or "IN" defintions with an attached priority of "Minor", "Normal" or "Major". "SR" are "Service requests" initiated by a customer and usually do not constitute a critical issue (there are exceptions) and "IN" are "incidents" which are generally "urgent".
The first step in any incident response process is to determine what actually constitutes an incident. We have two high level categories for classifying incidents: this is done using "SR" or "IN" defintions with an attached priority of "Minor", "Normal" or "Major". "SR" are "Service requests" initiated by a customer and usually do not constitute a critical issue (there are exceptions) while "IN" are "incidents" which are generally "urgent".
All of our operational issues are to be classified as either a Service Request or an Incident. Incidents have priority over Service Requests provided that there are no Service Requests with a higher priority. In general you will want to resolve a higher severity SR or IN than a lower one (a "Major" priority gets a more intensive response than a "Normal" incident for example).
@ -76,12 +76,12 @@ All of our operational issues are to be classified as either a Service Request o
<td class="sev-5">Low</td>
<td>
<ul>
<li>Normal bugs which aren't impacting system use, cosmetic issues, etc.</li>
<li>Normal issues which aren't impacting system use, cosmetic issues, etc.</li>
</ul>
</td>
<td>
<ul>
<li>Create a DoIT ticket and assign to owner of affected system.</li>
<li>Create a DoIT card and assign to owner of affected system.</li>
</ul>
</td>
</tr>