Step 1: determine true priority. How long can this take before it affects jobs? Everyone needs that in mind.

If a week won’t affect anyone’s jobs, follow the process or minimally alter it. If people are on furlough because of IT, you have everyone needed in the same room (physical or virtual) until the problem is solved.

We don’t have that context here.

But if Ed and the entire chain doesn’t have that context, That’s a system failure. The senior would likely just insist on a second ticket to fix it right after if he knew someone’s rent check was on the line. (And if not? That’s also a management issue to solve.)