Which of the following statements BEST describes how the existence of a documented workaround should influence the severity level that is assigned to a support ticket?
Tickets without a workaround cannot be assigned high severity because severity only measures workaround availability.
A documented workaround by itself warrants assigning the lowest possible severity, regardless of business impact.
Severity is determined solely by how recently the issue occurred, so workarounds are irrelevant to severity classification.
A workaround may reduce urgency, but severity should still be based on business impact; an issue can remain high-severity even when a workaround exists.
A workaround can lower the urgency of an incident because users have a temporary way to keep working, but it does not automatically make the issue low-severity. Severity should still reflect the overall business impact (for example, risk of data loss, number of users affected, or critical service disruption). Many frameworks even define a "Critical with Workaround" category that is still treated as high severity. Therefore, the presence of a workaround is only one of several factors considered when setting severity; on its own it does not guarantee a low value.
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What factors influence the severity level of an IT issue?
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What are common severity levels used in IT ticketing systems?