“Create an incident priority triage flowchart: when an incident is reported, escalate to emergency response for an immediate safety risk; otherwise assign Priority 1 and page the incident lead if a critical service is unavailable; otherwise assign Priority 2 and a response owner if no workaround is available; otherwise assign Priority 3 and schedule resolution. Document the incident and next action for every path.”
看懂背後的決策。
Route immediate safety risks to the emergency response path.
Treat an unavailable critical service as the highest operational priority.
Use availability of a workaround to distinguish Priority 2 from Priority 3.
Document the decision and the next action for every incident.
Use this for internal operational incident triage and adapt the priority definitions to the team's own policy.
常見問題
Why check safety before service impact?
An immediate safety risk needs an emergency response path and should not wait for an ordinary priority assessment.
What does a workaround change?
A workable temporary alternative can reduce the immediate impact and help distinguish a Priority 2 incident from a scheduled Priority 3 resolution.
Should every team use these priority labels?
No. Teams should adapt the labels, escalation paths, and definitions to their documented incident-management policy.