Configuring Priority

The priority of a request defines the intensity or importance of the request.

To open the request priority configuration page,

Go to Setup >> Customization >> Helpdesk.
The Priority tab lists the available priorities. You can add, edit, or delete the request priorities.

Add Priority

To add a request priority,

Click New Priority. This opens the New Priority form.
Enter the Name of the priority. This is a mandatory field.
Choose a Color to identify the priority and provide a Description.
Click Save. The new priority is added to the already existing list. At any point you wish to cancel the operation that you are performing, click Cancel.

The priority order is a number that is associated with the priority name. This defines the order in which the request received by the IT help desk team is to be handled. The requests that have a higher priority order are taken first before the other requests with lower priority are attended to.

The priority name along with its color code can be view in the request list view page provided the priority checkbox is enabled in the column chooser.

Edit Priority

To edit an existing priority,

In the Priority List view page, click >> Edit Priority beside the priority name that you wish to edit.
In the Edit Priority form, edit the fields you want to change.
Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Delete Priority

From the Priority List View page, click>> Delete next to the Priority you wish to delete. A confirmation dialog box appears.
Click Yes to proceed with the deletion. The priority gets deleted from the available list. If you do not wish to delete the priority, then click No.