Priority is a set of levels of importance that can be assigned to request. There are four default priorities. You can also custom create a new priority level.
The default priorities and their typical usage are listed below.
Degradation in Service
To create a new priority level:
1. Go to Admin>> Helpdesk Customizer>>Priority.
2. Click Add New Priority to go to the relevant form.
3. Now, provide Name, Description, and add a color code.
4. Finally, click Save.
View, edit, or delete request priorities
All priority levels are listed under the priority configuration page. To access it, go to Admin>> Helpdesk Customizer>>Priority.
Request Custom Functions
Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...
Request Kanban View
Kanban view displays requests as organized boards. You can group requests based on priority, status, or support rep assigned to the request. Detailed information about support rep's workload can be viewed at a glance. Kanban boards simplify the ...
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...
Request List View
You can access the request list view by clicking Requests in the header pane. In the request list view, you can: View requests using filters Create custom filters for requests View tasks and requests in the same window View archived requests ...
Filling Out the Request Form
Once you access the request form, fill out the various fields using the pointers discussed below: Field Description Request Template drop-down list Choose the required request template. This drop-down will be available if you have configured ...