Priority is impact times urgency. One person cannot print a draft: low. The whole clinic cannot reach the EHR with a waiting room full of patients: urgent. Agree the definitions with the business once, in writing, and you stop negotiating priority during every incident.
A ticket has a title that describes the symptom, a reporter, an affected system, a category, a priority, the diagnosis, the resolution, the verification, and time spent. Those fields let you answer the questions owners eventually ask: what breaks most, where does time go, what should we invest in.
The asset register lists every device: make, model, serial, assigned user, purchase date, warranty end, operating system, encryption status, and location. Without it, replacement planning is guesswork and an audit is a scavenger hunt. Rugged tablets shared between crews are the classic missing entries.
Review trends monthly. Five printer tickets a month at one client is not five tickets — it is one purchasing decision waiting to be made. Turning ticket data into recommendations is what moves you from technician to trusted advisor.