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Assigning Severity to a Ticket

Cyara uses Severity attribute to define the the extent to which an issue affects the product or application. It defines the Impact that an issue has on the customer's project or testing process.

Cyara defines the following Severity levels:

Severity1 (Critical) - An issue or software defect that results in a complete outage of Cyara Services. No workaround is available. Example:

  • Cyara Web Portal is down or unavailable
  • Cyara services are down
  • Critical functionality is broken or customers’ data is corrupted

Severity2 (Major) - An issue or a software defect results in the termination of the system, or one or more component of the system, or the impacted functionality is unavailable. But there an acceptable workaround exists or a short term solutions is applied to mitigate an impact of the issue or software defect. The Severity for this type of issues is assessed as Major.

Severity3 (Minor) - This severity is assigned to all Cyara Incident tickets by Default unless requested otherwise by a requester. This severity is assigned when an Issue or a defect does not result in the termination of services, and does not impact the usability of the system, and a valid workaround is available.

Severity4 (Minor) - An issue has no impact. The default severity that is assigned to Questions or product related inquiries.

 

Assigning Severity in the Web Form

A Cyara User/Requester can assign severity while opening a ticket using Cyara Support Portal at https://support.cyara.com.

  • Click on Submit Request button
  • Select a ticket type
  • Scroll to the Severity field
  • Select Severity from the Dropdown
  • For Severity 2 and Severity 1
    • Provide a detailed description of the impact explaining why the issue has on the user experience
    • Optional: Provide a description by when an issue is expected to be resolved and why
  • Fill out other ticket fields and click Submit button

Assigning Severity in the Email

Email channel doesn't provide a capability to specify a support ticket Severity or any other custom fields that are available in the ticket forms. Therefore all tickets submitted via the Email channel are automatically assigned with Severity 3 by default.

To assign a different Severity while submitting ticket via Email a user must:

  • Explicitly flag the Priority/Severity in the Subject line
  • Provide a description of the Business Impact in the body of the email

After receiving such request, Cyara Support will send a confirmation of the Severity change, which will also be reflected on the Cyara Support portal at https://support.cyara.com/hc/en-us/requests/.

 

Assigning Severity in the VoiceMail

Each phone call to the Cyara Support is recorded. Even if a Cyara Support Engineer is not available to take your call, a caller can leave a Voice Mail. By default all phone calls receive Severity 3.

To specify a different severity, a caller must:

  • Explicitly mention the Priority/Severity of the issue at the beginning of the message
  • Leave Name, Organization, and call back phone number
  • Provide a brief description of the impact

Cyara Support Engineer will reach out to you as soon as Voicemail is heard.

 

 

 

 

 

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