Configuring Level
Request level is a measure to indicate the complexity of a request. For example, if the received request just has some information and does not require any action to be taken, then it can be classified as Level 1. If there is a minor level action, such as providing the requester some tips to resolve the issue, then it can be classified as Level 2, and so on.
To open the request level configuration page,
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Go to Setup
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>> Customization >> Helpdesk. -
Under Level, the available levels will be listed. You can add, edit, or delete the request levels.
Add Level
To add a request level,
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Cick New Level.
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In the New Level form, enter the level Name and Description. Please note that you cannot add two levels with the same name. Each level needs to be unique.
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Click Save. The new level gets added to the already existing list.
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At any point, if you decide not to add the new level, then click Cancel to get back to the level list.
Edit Level
To edit an existing level,
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In the Level List page, click
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>> Edit beside the level name that you wish to edit. -
In the Edit Level form, you can modify the required details.
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Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.
Delete Level
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In the Level List page, click
>> Delete beside the level that you wish to delete. A confirmation dialog appears. -
Click Yes to proceed with the deletion. If you do not want to delete the level, then click No.