Set Priority Levels (Problems, Changes and Releases)

HELP FILE

Set Priority Levels (Problems, Changes and Releases)

Administrators can create priority levels for all records (incidents, problems, changes or releases). Creating defined priority levels that can be assigned to incidents helps you and your team manage them in order of urgency, which helps ensure that incidents are resolved within a timeframe acceptable to customers.

Service Desk comes with default priority levels, which can be left as is or modified as desired (e.g., "This week", "This month", "This quarter"). Note that this article applies specifically to setting priority levels for problems, changes and releases. See Set Priorities and SLAs (Incidents) for more information.

Note: Priorities and other record settings must be configured separately for each individual service on the account.

Topics in this article:

Set and manage priority levels

Edit or delete priority levels

Set and manage priority levels

1. Go to Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab or Releases tab, then select Priorities.

3. You can add, delete or rename the default priority levels to suit the service's needs. Click Add Another to add additional types.

Note: Keep in mind that the names should reflect the urgency of the level (i.e., P1 should have a name like "Urgent" or "High"). In addition, the shorter the names the better the appearance.

4. Click Save when finished.

Edit or delete priority levels

1. Go to Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab or Releases tab, then select Priorities.

3. Make changes to the levels as desired. Click the Delete icon next to the priority level(s) you want to remove.

4. Click Save when finished.