In some cases, the Incident Rating might not apply to a merchant. The Severity is a constant, but there may be cases where a low severity but high priority doesn’t lend to a fast enough response.
In this case, we will have an IR Override setting that allows anyone to override an Incident Rating of 2 to 4. With proper business justification, a ticket can be flagged as an IR 1 even when the Severity and Priority do not match that rating.
Step by step
1. On the selected ticket, click Incident Rating Override
2. Click the Override Reason field.
3. Type the Override Reason.
4. Click Submit as Open
5. The override request will be sent to the Management team in order to be reviewed and approved.
In the Zendesk ticket, this approval process will be reflected in the ticket history.
6. Once the Incident Override has been approved by the management team, the incident rating will be updated on the Zendesk ticket, and the SLA's will be updated as well.
Additional Resources
- Severity & Priority Communication SLAs
- Level 1 SLAs L1 SLA’s
- Set up Priority and Severity How to set ticket Priority and Severity