When opening a TAC ticket, what must a Partner/Customer assign to facilitate ticket classification?

When opening a TAC (Technical Assistance Center) ticket, assigning a severity is essential for ticket classification. Severity reflects the impact of the issue on the customer's operations. It helps the support team assess how critical the problem is to the business and prioritize resources accordingly.

For instance, a severe issue might disrupt essential services or significantly affect business operations, while a lower severity may indicate a minor inconvenience. By clearly defining the severity, the TAC team can allocate the right level of expertise and response time to resolve the issue effectively. This classification also aids in ensuring that the most critical situations are addressed promptly, maintaining service continuity for customers.

Other factors like urgency level, category, and priority are important as well, but they serve different purposes. Urgency relates to how quickly a resolution is needed, category is about classifying the nature of the problem, and priority often combines both severity and urgency to set an overall response goal. However, severity specifically drives the foundation of the classification process in TAC support.