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.
  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services > [select service].
  3. Select the Incidents tab, Problems tab, Changes tab or Releases tab, then select Priorities.
  4. 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.

  5. Click Save when finished.

Edit or delete priority levels

  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services > [select service].
  3. Select the Incidents tab, Problems tab, Changes tab or Releases tab, then select Priorities.
  4. Make changes to the levels as desired. Click the Delete icon next to the priority level(s) you want to remove.
  5. Click Save when finished.

    Related

    Use Services and Service Management

    Create, Configure and Manage Services

    Enable and Integrate a Service's Support Email Address

    Create Templates (Incidents and Releases)

    Set Priorities and SLAs (Incidents)

    Set Statuses

    Set Default Field Selections for New Incidents

    Set Types

    Set Categories

    Add Custom Fields

    Set Approvers (Changes and Releases)

    Set Up Triggers

    Configure Service Access

    Solicit Feedback (Incidents)