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Security desk

Lakeshore Family Health0 of 9 triaged right

QuickCruit Service Desk

Incidents

9 records

Incidents, All open
	Short description
2026-11-02 07:38	Can't log in, account locked	Priya Hughes	P1 - Critical	New	(empty)	You	...
2026-11-02 06:44	Need the patient records system access from Monday	Kenji Adeyemi	P2 - High	New	(empty)	(empty)	...
2026-11-02 06:46	Antivirus said it removed something	Julian Moreau	P3 - Moderate	New	(empty)	(empty)	...
2026-11-02 06:50	Is this email legit?	Chloe Torres	P3 - Moderate	New	(empty)	You	...
2026-11-02 07:41	Left my laptop on the train	Imani Adeyemi	P3 - Moderate	New	(empty)	(empty)	...
2026-11-02 05:47	Emailing files to my personal account?	Grace Moreau	P4 - Low	New	(empty)	(empty)	...
2026-11-02 06:34	Sign-in alert from Portland was me	Grace Novak	P4 - Low	New	(empty)	(empty)	...
2026-11-02 07:35	PC running super slow today	Sofia Moreau	P4 - Low	New	(empty)	(empty)	...
2026-11-02 07:52	Payroll says my bank details changed?	Caleb Adeyemi	P4 - Low	New	(empty)	(empty)	...

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Shift clock 08:00Lakeshore Family Health

Practice instance

Queue handover, day shiftDaniel Ibrahim, Security Lead

9 tickets came in before shift start. I've put SEC0068344 and SEC0068357 in your queue; the rest are unassigned.

Triage each one:

category: what it actually is
impact and urgency: how much it matters, and how fast it gets worse
assignment group: which team owns it
escalate: whether I get paged, per the desk guide

Save a ticket and I'll review it. Read the words, not the tone. The loudest ticket is rarely the worst one.

Lakeshore Family Health is a made-up company in Richmond, VA. A practice scenario, built for you.

The queue

Desk guide

Impact: who or what gets hurt

High. Money, patient records under HIPAA, or many people.
Medium. One team, or one account or device that may be in the wrong hands.
Low. One person, with nothing at risk beyond their time.

Urgency: how fast it gets worse

High. The harm is happening now, or could start any minute.
Medium. Someone is blocked, or it should be handled today.
Low. Nothing is blocked, and it can wait a day.

Priority

Priority by impact and urgency
Impact \ Urgency	High	Medium	Low
High	P1Critical	P2High	P3Moderate
Medium	P2High	P3Moderate	P4Low
Low	P3Moderate	P4Low	P4Low

P1 respond in 15 minutes, resolve in 4 hours.
P2 respond in 1 hour, resolve in 1 business day.
P3 respond in 4 hours, resolve in 3 business days.
P4 respond in 1 business day, resolve in 5 business days.

Assignment group

Security Operations. Phishing, malware, attacks on accounts, and every alert from the security tools, false alarms included.
Service Desk. Routine lockouts and questions about the rules.
Identity and Access. Who can see what. Access requests.
Endpoint. Lost, broken and slow devices. Remote lock and wipe.

The team that owns the ticket next. In ServiceNow this is called an assignment group too, so the habit carries over.

Escalate when

It's likely a real incident: an account or device probably in an attacker's hands, money about to move, or patient records possibly exposed. Escalating pages Daniel Ibrahim, the on-call lead.

Rules of thumb

Anything that might be an attack goes to Security Operations, even when a device or an account is involved.
A lost device stays High urgency until it's wiped.
Rate the facts, not the tone. Calm tickets can be P1 and panicked ones P4.