SNOW

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Across
  1. 3. A measure of how difficult or involved an issue is.
  2. 6. Work done but not charged to the customer.
  3. 7. A formal ask for something new or additional.
  4. 9. An unplanned interruption to a service.
  5. 12. Ticket state when progress is paused awaiting action.
  6. 13. Updates visible to end-users.
  7. 15. To move a ticket to a higher support level or urgency.
  8. 16. To speed up handling due to critical need.
  9. 17. A level of urgency requiring immediate attention.
Down
  1. 1. The extent of disruption an issue causes to users or services.
  2. 2. Internal updates added to a ticket, visible only to support staff.
  3. 4. Predefined templates that guide agents in handling customer interactions.
  4. 5. The defined time window in which support is provided.
  5. 8. Broad classification used to group incidents or requests.
  6. 10. The customer or end-user receiving the service.
  7. 11. A formal agreement outlining service terms and obligations.
  8. 14. People added to a ticket to receive updates.