Work Item Severity Priority

Severity

• Blocker (S1): Problem that is blocking the ability to work. An immediate fix is needed. Use when a key issue does not allow work to continue on one or more courses, or a course cannot be delivered or used. In turn, this could block a customer's rollout of a product or hamper other sales.

• Critical (S1): Urgent problem that has critical impact. An immediate fix is needed. Fix must be done to deliver the course or have the course function for the client. These are considered to be "stop ship" issues, and if the course is already released, we would revise and release the course again.

• Major (S2): Urgent problem with a severe impact. Major restrictions or short-term circumventions are required until a fix is available. Fix is for important content or functionality in a course. All pipeline failures and LQE/LDX skipped resources/invalid updates should be opened as major defects.

• Normal (S3): Problem with moderate impact requiring some restrictions. The fix would be for an area that is not critical.

• Minor (severity 4): A minor problem, annoyance, or technical issue with minimal impact. Fix is for a minor issue that makes the course less polished or only occasionally happens.

Priority

• High (P1): These defects must be investigated quickly, before the release of a course, and we should try to address them before the release. All severity 1, APAR, and regression defects are priority 1.

• Medium (P2): The defect has significant impact on users and their evaluation of the quality of the course. Desirable to fix before a course release, but would not hold up the course for a fix or address before other priority work.

• Low (P3): The defect should be investigated and resolved when practical. In general, few priority 3 defects should exist. Normally, a severity 3 of 4 defect is marked as priority 3.