Yes, that’s what’s made me hesitate… I have users literally put URGENT for the subject, and statistically, they’re probably no more or less likely to actually be urgent. That said, I think if the question is actually asked, most of my users are going to think about it and give a reasonable answer. Also, even if someone puts URGENT for the subject and, to me, it’s not - I have to remember that in their eyes, it is and do my best to treat it as such. Especially if it’s a student who is worried. Even if I know it’ll all work out, I need to be able to reassure them of that. Thus, that part of the interaction is urgent.
I’ve thought of having it based on what someone selects, but that’s hard given I handle a wide variety of needs so a lot of the most urgent issues are also really obscure.
The reason I said I’d call a P3 urgent is that the underlying ticket system is shared across the whole university. P1 are things affecting the whole university or multiple departments. As none of the systems I run are depended on outside my department, it’s literally impossible for me to ever have a P1. I might file a P1 based on some upstream service, but that would be it.
The whole department going down would be a P2, but I’d know about that before a user filed it as a ticket… and they wouldn’t - they’d be at my door in seconds.
Thus, P3 is ‘urgent’