High priority tickets need fast resolution – within 4 to 8 hours. You need to analyze for the root cause and take action to resolve the issue ASAP. However the task is not finished after resolving the issue.

Client will demand an explanation of why the issue occurred and how it can be avoided in future.

You need to prepare a short power point presentation including below points-

  1. Ticket number, assignee
  2. Issue details, business impact – attach screenshots
  3. Root cause analysis (RCA)
  4. Resolution – Temporary or Permanent
  5. If resolution is temporary, what is the permanent solution?
  6. Can this be avoided in future? If yes, steps needed for same
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