Capstone: apply the support SLA
SWITCH for the label, IFS for the escalation.
Task:
Support wants the queue graded automatically. In column D turn the severity number into its name: 1 is Critical, 2 is High, 3 is Normal, anything else Unknown. In column E decide the action from hours open: over 48 Escalate, over 24 Chase, otherwise On track.
Learning Objectives:
- Map a value with SWITCH
- Order IFS conditions correctly
- Give both a default case
Solve without hints for +5 XP
The data in this exercise
This is the grid you start with. Cell references in the task — B6, C2 — point at the row numbers and column letters below.
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | Ticket | Severity | Hours open | Grade | Action |
| 2 | T-1 | 1 | 5 | ||
| 3 | T-2 | 3 | 50 | ||
| 4 | T-3 | 2 | 30 | ||
| 5 | T-4 | 7 | 12 |
What this exercise teaches (contains the answer)
Both of these exist to replace towers of nested IFs, and they replace different towers. SWITCH is for one value against many possibilities; IFS is for many separate conditions. Reversing the two IFS conditions is the classic bug — a 50-hour ticket is over 24 as well as over 48, and whichever you write first wins.