Request Priority
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.
Priority Level | Typical Usage |
High | Affects Business |
Low | Affects Individual |
Medium | Affects Service |
Normal | 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.
All priority levels are listed under the priority configuration page. To access it, go to Admin>> Helpdesk Customizer>>Priority.
To view or edit a priority level, click the name or edit icon. To edit, make necessary changes and click Save.
To delete, select one or more priority levels using the checkboxes and click Delete.
Related Articles
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 Properties
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 ...Business Rules for Request
Business rules are used to automate certain actions for requests that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority. You can now create ...