Guide: Business Impact (Ticket Field)

Business Impact tells us how you see the severity of the issue you are reporting

Impact: Critical

• LIVE Website
  • The website is down (fatal errors)
  • Customers are not able to update their profiles
  • Customers are unable to place orders
  • Errors in the Magento Admin preventing you from modifying the data

Impact: High

• LIVE Website
  • Errors in the Magento Admin preventing you from viewing the data
• Lower level environment
  • The website is down (fatal errors)

Impact: Medium

• All Environments
  • Orders are not synchronizing (eg. errors in the queue)
  • Customers are not synchronizing (eg. errors in the queue)
  • Products are not being synchronized (eg. errors in the queue)
  • Unexpected data is in Salesforce or Magento platforms after synchronization

Impact: Low

• All Environments
  • Field mapping issues & assistance

Impact: Cosmetic

• All Environments
  • UX & navigation issues
  • Text label issues
  • Product documentation
  • UI issues that do not block business-critical flows