When submitting a ticket, there are different priority levels to distinguish the severity of the issue. Choosing the correct priority will ensure that your issue gets resolved in a timely manner.
- Low - A general question or request that is not time-sensitive.
- Medium - An issue or question with no specific deadline or one that is further into the future.
- High - An time-sensitive issue that interferes with staff's ability to use the ILS
- Urgent - A system outage that renders a portion of the ILS unusable. Urgent tickets are forwarded to all Pinnacle staff members.
If the sensitivity of an issue changes while a ticket is still open, logged in users may update the ticket priority. Library staff are encouraged to also post an update to the ticket informing Pinnacle that the priority has been adjusted.
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