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Priority Test
AI Ticket Scoring Matrix
AI Ticket Scoring Matrix
Severity (Single vs. System-wide)
1 - Single User
2 - Few Users
3 - Team Level
4 - Department Level
5 - System-wide
Impact on Work Function
1 - Minor Inconvenience
2 - Slight Delay
3 - Noticeable Impairment
4 - Major Delay
5 - Full Work Stoppage
SLA Remaining Time
1 - 48+ Hours
2 - 24–48 Hours
3 - 12–24 Hours
4 - 1–12 Hours
5 - Less than 1 Hour
Business Impact (VIP/User Role)
1 - General User
2 - Team Member
3 - Department Lead
4 - Senior Manager
5 - Executive / Critical Role
Recurrence / Frequency
1 - First Time
2 - Rare
3 - Occasional
4 - Regular
5 - Frequent Recurrence
Time Sensitivity (Off-Hours)
1 - Business Hours
2 - Early/Late Hours
3 - Evenings
4 - Overnight
5 - Weekend/Night
System Type / Critical Asset
1 - Non-Production System
2 - Internal Tool
3 - Shared Service
4 - Customer-Facing App
5 - Mission-Critical System
Total Priority Score:
0
/ 500
