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User Request Severity | Equips Help Center

Table of contents User Request Severity

User Request Severity

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Written by Nicole Tavizon
Updated over 8 months agoNicole Tavizon Table of contents

How we use severity

Severity is used to help R&D understand the impact of requests we receive such that we can prioritize the infinite options we have to improve the user experience.

Factors that affect severity

Requests should default to a level of Major. For the majority of requests, this is an appropriate baseline. The following factors can be used to increase or decrease the severity of any given request.

Scope + Impact = Severity

Scope

  • One user or customer

  • Few users or customers (2-10)

  • Many users or customers (11+)

One user or customer

Few users or customers (2-10)

Many users or customers (11+)

Impact

Low

  • Functionality is not necessary for users to achieve value. Improvement is a nice-to-have.

Functionality is not necessary for users to achieve value. Improvement is a nice-to-have.

Medium

  • Functionality is disrupted in a high-value area but an acceptable workaround exists.

Functionality is disrupted in a high-value area but an acceptable workaround exists.

High (default)

  • Functionality is disrupted in a high-value area. A workaround exists but is not easy for users to access.

Functionality is disrupted in a high-value area. A workaround exists but is not easy for users to access.

Showstopper

  • Functionality is disrupted in a high-value area and no workaround exists. This impact level also applies to security-related tickets.

Functionality is disrupted in a high-value area and no workaround exists. This impact level also applies to security-related tickets.

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