Groups, SLAs & roles
Permissions are enforced server-side, not by hiding controls
Priority matrix
Impact against urgency, configurable per organisation
ImpactURGENCY HIGHUrgency MEDIUMUrgency LOW
Impact highP1P2P3
Impact mediumP2P3P4
Impact lowP3P4P4
SLA targets
- P115m response4h resolve
- P230m response8h resolve
- P34h response2 days resolve
- P41 day response5 days resolve
Response target · resolution target, measured in business hours
Assignment groups
- Service DeskMike Keller · 6 members18 open
- Microsoft 365Sarah Vance · 4 members11 open
- NetworkLena Ortiz · 3 members9 open
- ApplicationsDev Patel · 5 members14 open
- Desktop SupportMike Keller · 4 members12 open
- HR SupportDana Cole · 3 members6 open