Priority codes indicate the amount of attention a ticket should receive. Priority codes are used when defining automatic notification and external processing for specific types of situations. They are also used as a label in the scoreboard to prioritize tickets.
The predefined priority codes are:
1 = High priority
2 = Medium-high priority
3 = Medium priority
4 = Medium-low priority
5 = Low priority
None = No priority is assigned.
You can modify a priority code's symbol. For example, your site might decide not to use numbers at all and assign priority codes of low, medium, high, and so on.
You can modify a priority code's associated service type. For example, you could change the service type for priority code 1 from the default value of 04hr resolution to a custom service type of 02hr resolution.
Note: You can edit the predefined priority codes, but you cannot delete them or create new ones.
| Copyright © 2013 CA.
|
Tell Technical Publications how we can improve this information |