NOTE: Announcements dated January 4, 2013 are older email "blasts" that are commonly referenced.

Today's Announcements

Assigning Priorities in ManageEngine

The PRIORITY field was added to ManageEngine one day ago.

An unexpected volume of tickets are being submitted with a HIGH priority. These tickets provide no explanation of the need for HIGH priority. As noted in the previous blast, the priority is used to help identify when a higher priority or an emergency truly exists. When HIGH becomes the standard, the new priority field is of no benefit.

The default priority for ManageEngine tickets is MEDIUM, meaning a resolution will be provided within 5 days. The default has been the same MEDIUM priority since July 2010. While a resolution may take up to 5 days, as is customary, most MEDIUM priority requests will continue to be resolved within a day or two.

When a higher priority or emergency truly exists, the ManageEngine request MUST include an explanation of the reason for the chosen priority. Any ManageEngine ticket with a priority of HIGH or EMERGENCY where an explanation of the urgency is not provided will be sent back to the agency in order that such explanation can be provided.

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