COARE User Portal - Relevant concepts and terms

Page / - last modified by lui on Tue, 03/19/2024, 2:09 PM

Relevant concepts and terms

last modified by lui

on Tue, 03/19/2024, 2:09 PM

Table of Contents

Impact: refers to the measure of the effect and criticality of a service request or an incident on processes. Impact is often based on how service levels will be affected. The COARE Team implements three (3) Impact levels: High, Medium, and Low.

Incident: an unplanned interruption to a COARE service or reduction in the quality of a COARE service.

Priority: refers to the category used to identify the relative importance of a service request, incident, or change. Priority is based on Impact and Urgency and is used to identify required times for actions to be taken.

Service Request: a request from a user for information about, change in/to, or access to a COARE service.

Ticket: refer to a log or documentation of a service request or an incident ticket through the COARE User Portal.

Urgency: a measure of how long it will be until a service request or incident has a significant impact on the organization. The COARE Team implements three (3) Levels of Urgency level: High, Medium, and Low.

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