Ticket Builder
Something broken, or something you need from the club? Fill in what you know and copy the result into the club Discord. The short form goes in the channel as a new message; the full ticket goes as the first reply in its thread. The officers on triage read every ticket, assign it to whoever can help, and an S1 goes to the officers at once. If a field does not apply, leave it empty and it is written as "none", so the next person knows it was considered, not forgotten.
Severity and escalation
| Level | Means | Response | Time before escalating |
|---|---|---|---|
| S1 | A leaked password or key, personal data exposed, data loss, a security problem, a live competition at risk | Tell the officers at once | 15 minutes |
| S2 | A club service people rely on is down (the website, a Discord bot, a lab agent), or a deadline today is at risk | Picked up now | 30 minutes |
| S3 | Something is broken or wrong but there is a workaround | Picked up within the day | 2 hours |
| S4 | An idea, an improvement, a cleanup or a question | Queued | None; escalate only if blocked |
Escalate as soon as any of these is true, without waiting out the time:
- The fix needs something only an officer may do: publishing, deleting, spending, contacting anyone outside the club, or touching passwords and keys.
- Two different approaches have failed.
- The problem turns out bigger than the ticket says.
- A secret may have been exposed. That is always S1 and always goes to the officers.
- You would have to guess what the person who filed it wants.
The ladder is short: whoever picked it up works it inside its time, then the officers on triage take it, then the officers as a whole. Each step up carries the whole ticket plus a note on what was tried since, so nobody starts from zero. One ticket per problem; two problems, two tickets.