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  • #1

    Sev2

    QUickie for tonight.

    Got a call in today from someone who's printer was down.

    SC: I need to open a Sev2 ticket.
    Me: ????? Sev2?
    SC: Yeah.
    Me: Ok, what's the problem?
    SC: This is going to be a Sev2 right? Our Printer is down and doing this thing. It has this error message.
    Me: Ok, where is the printer located?
    SC: Rattles off location.
    Me: Ok, I'll have someone come out and look at it.
    SC: Ok, you have this as a Sev2 right?
    Me: Sure.

    I had no freaking clue what a SEV2 is. So I asked my co-worker. From what my co-worker said, it meant it was a medium priorty case, but we don't have to take their word for it, unless it was a VIP caller.

    Their terms and our terms are not the same. Argh.
    You don't know what Hades is until you've worked at least one Christmas Season in a toy store that offers free gift wrapping.
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  • #2
    Quoth Gothicsmurf View Post
    I had no freaking clue what a SEV2 is. So I asked my co-worker. From what my co-worker said, it meant it was a medium priorty case, but we don't have to take their word for it, unless it was a VIP caller.

    Their terms and our terms are not the same. Argh.
    Most companies use a "severity" (ie: Sev) level to assign the priority of problems. The lower the number, the higher the priority, so a Sev-1 would be the most critical problem possible, and is generally used (at the places I've worked) for company-wide, mission critical applications/servers/whatever that are down. Severity levels typically range from 1 to 5, with 5 being "informational" tickets.

    Anyway, I have to agree with you, a printer not printing would not be a sev 2 problem, and I would have told them that. Of course, our ticketing system emails the customer and lets them know the details we put in, so there would be no hiding it...


    Eric the Grey
    In memory of Dena - Don't Drink and Drive

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    • #3
      I figured that out after talking with my coworker who asked, "Is she a VIP? No? Then it's a low priority."

      Ours don't go by numbers it's :Low, medium, high, urgent. It was done by the end of the day.

      I'm not a tech person. I can unlock passwords and that's about it. Everything else is shipped to a different department.
      You don't know what Hades is until you've worked at least one Christmas Season in a toy store that offers free gift wrapping.

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      • #4
        Welcome to the wonderful world of tech support.

        While it may be a majorOMGNOW!!!!!11@!!!EMERGENCY to the client, in reality, it means they might have to walk 10 more feet to another printer that is not out of toner.

        <says he who once got a call at 2:30am because a security guard split milk into the phone and then drowned it in Windex to try to clean it. +36VDC+Milk+Windex=smoke is let out of the phone, and one grumpy bastard going into work to replace it.>

        B
        "Only two things are infinite, the universe and human stupidity, and I'm not sure about the former."- Albert Einstein.
        I never knew how happy paint could make people until I started selling it.

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        • #5
          Some places have a Severity Zero, which is the most urgent possible. That's the one which has *everyone* drop what they're doing to deal with it immediately.

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          • #6
            Quoth Chromatix View Post
            Some places have a Severity Zero, which is the most urgent possible. That's the one which has *everyone* drop what they're doing to deal with it immediately.
            The good old "OH FUCK" code.
            Answers are easy...it is asking the right questions which is hard.

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