How do I change severity level on an open ticket?

This document (000020296) is provided subject to the disclaimer at the end of this document.

Situation

I have reviewed the severity levels listed below and I would now like to know how I can change the severity level of an open ticket myself?  

SeverityDescription
Sev 1 (Critical) The solution is in production or is mission-critical to your business. It is inoperable, and the situation is resulting in a total disruption of work. There is no workaround available. 
Sev 2 (High)Operations are severely restricted, but work can continue. Core functionalities can operate in a restricted fashion despite important features being unavailable. A workaround is available that ensures no immediate business impact.
Sev3 (Medium)The solution does not work as designed, resulting in a minor loss of usage. It may also be a significant software defect that impacts the Customer when performing some actions and has no workaround.
Sev 4 (Low)There is no loss of service, and this may be a request for documentation, general information, product enhancement request, Software defects with workarounds or medium or low functionality impact, etc.

 

Resolution

During the creation of a support case, you may select the severity of the support case via the drop-down menu. The creation of a Sev1 or a Sev2 support case will trigger our escalation workflows. If during the life of your support case the initial severity is no longer accurate, you may post a new comment with the string bump_to_sev1 or bump_to_sev2 to escalate a ticket to higher severity. This string can be stand alone as a comment, or can be a part of a sentence.  There is no need for any special characters (such as " " or * *).  

During the life of the case, you can also recategorize it to sev3 or sev4 by using bump_to_sev3 or bump_to_sev4. Using these bump_to_ strings for sev1 and sev2 will trigger our escalation workflows, where sev3 and sev4 will update the severity with no escalation workflows. Please see the table below for the definition of the severities.  

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000020296
  • Creation Date: 23-Jun-2021
  • Modified Date:24-Jun-2021
    • SUSE Rancher
    • SUSE Rancher Longhorn

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