Triage Color Examples Issues that affect public health or physical safety Campus-wide outages of critical services like the Exchange RED: email server Widespread malware or virus infections with a high SEVERE potential for data loss WIDESPREAD Serious security exposure, such as multiple compromised IMPACT accounts Loss of primary communications systems, such as telephones Widespread network outage for campus or building Major issues that affect classrooms or labs Disruption of instruction or direct services to multiple ORANGE: students Significant PeopleSoft issues, especially during peak times CRITICAL IMPACT like registration ON A GROUP Loss or serious problems with entire workgroup or departmental applications or systems Loss of services to critical or essential personnel and their staff Problems that affect core academic and business offices and their leadership Issues that prevent an individual from doing work and there is no alternatives available YELLOW: Individual network connectivity problems Individual cannot access a network resource CRITICAL Loss of a network printer when there are no other printers IMPACT ON AN in the area INDIVIDUAL Account or login problems with no alternative to get work done Computer deployment or setup for faculty and staff Individual malware or virus infection or other serious or time-sensitive security issue Ongoing issue that has not been resolved Time constraints have changed; solution is needed sooner BLUE: than previously determined Issues that have required multiple attempts to correct the ESCALATED problem REQUEST Problems where service has been delayed Situations where a client has had an unacceptable customer service experience
Triage Color Examples RED: SEVERE WIDESPREAD IMPACT Issues that affect public health or physical safety Campus-wide outages of critical services like the Exchange email server Widespread malware or virus infections with a high potential for data loss Serious security exposure, such as multiple compromised accounts Loss of primary communications systems, such as telephones Widespread network outage for campus or building ORANGE: CRITICAL IMPACT ON A GROUP Major issues that affect classrooms or labs Disruption of instruction or direct services to multiple students Significant PeopleSoft issues, especially during peak times like registration Loss or serious problems with entire workgroup or departmental applications or systems Loss of services to critical or essential personnel and their staff Problems that affect core academic and business offices and their leadership YELLOW: CRITICAL IMPACT ON AN INDIVIDUAL Issues that prevent an individual from doing work and there is no alternatives available Individual network connectivity problems Individual cannot access a network resource Loss of a network printer when there are no other printers in the area Account or login problems with no alternative to get work done Computer deployment or setup for faculty and staff Individual malware or virus infection or other serious or time-sensitive security issue BLUE: ESCALATED REQUEST Ongoing issue that has not been resolved Time constraints have changed; solution is needed sooner than previously determined Issues that have required multiple attempts to correct the problem Problems where service has been delayed Situations where a client has had an unacceptable customer service experience
help-center-triage-chart.docx