When you get incoming requests and/or emergency tickets it’s important to be able to classify these properly to know whether you should stop what you’re doing or possibly if you should be doing it at all.

This topic came up in my team the other day and at a prior clients we had a pretty good way to classify this to get a priority together with severity. Often you can see these link up 1-1 but not always.

priority and severity levels

This helps with prioritisation as “what is urgent is not always what is important, and what is important isn’t always urgent”. Using severity this way can usually help determine what the urgency is