| { |
| "state": { |
| "ticket": "Payment page returns a 500 error for every card payment since 09:00." |
| }, |
| "questions": { |
| "severity": { |
| "type": "choice", |
| "instructions": "How severe is this ticket?", |
| "criteria": { |
| "low": "Cosmetic or minor, no customer impact", |
| "medium": "Some customers affected, workaround exists", |
| "high": "Many customers affected, no workaround" |
| } |
| }, |
| "escalate": { |
| "type": "noul", |
| "instructions": "Should this ticket be escalated to the on-call engineer?" |
| }, |
| "urgency": { |
| "type": "score", |
| "instructions": "Rate the urgency from 0 to 3.", |
| "criteria": [ |
| "Can wait a week", |
| "Handle this week", |
| "Handle today", |
| "Handle immediately" |
| ] |
| } |
| } |
| } |
|
|
