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Do your incidents have Priorites (Severity in the article)? At my company a printer would never be a P1 to P2 therefore no one gets paged at 3am due to printer
by wil421 8y ago
Do your incidents have Priorites (Severity in the article)? At my company a printer would never be a P1 to P2 therefore no one gets paged at 3am due to printer issues.
It’s not full proof and my team did get a P1 due to a field length being too short but it was during normal business hours. It was quickly changed to a P4 and the person who opened it got a lesson on Incident priorities.
- sambull 8y agoPrinting would be Sev 1, as our end users are 24/7 JIT manufacturers with big contracts. Without printers, no shipping labels, packaging, or inventory barcodes etc for their normal manufacturing shifts.
- wil421 8y agoI understand now. The company I used to work for was in manufacturing. Luckily my current employer is all services and software.
- flukus 8y agoPresumably there are multiple redundant printers and sev 1 would only be an outage effecting all of them?
- C1sc0cat 8y agoSo you need a 24/7 ops coverage to handle that and not rely on calling out an expensive M&P grade.