You detect unusual desktop alerts on a user's Windows workstation stating that the installed antivirus service has stopped and may be compromised. After confirming the alerts are genuine, you open a new ticket in the organization's service-desk system.
According to best practices for ticketing systems, which of the following fields should you populate FIRST so that the incident is handled with the correct priority by the security response team?
Setting the ticket's severity level first ensures the service-desk workflow can automatically route and prioritize the incident for rapid response. Issue resolution details and progress notes are added later in the troubleshooting process, while the assigned user is already associated with the ticket but does not influence prioritization. Well-defined severity levels allow teams to gauge business impact quickly and respond appropriately. [Atlassian incident-severity guidance](
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What factors determine the severity level of an incident in a service-desk ticketing system?
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How does setting the severity level first help prioritize incidents in a ticketing system?
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What is the role of progress notes in a service-desk ticket, and when should they be added?