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Priorities help teams identify the urgency and impact of incidents or service requests, allowing them to allocate resources effectively and meet customer expectations. In Service Desk, you have the flexibility to customise and define priorities based on your unique business needs. This knowledge base article provides step-by-step instructions on managing priorities within your Service Desk account.
Below are the default out of the box priorities available in the Service Desk accounts
- Low
- Medium
- High
- Critical
However you can add new priorities based on your business needs and processes. Follow the steps explained below to add a priority.
How to add a new priority?
1. Navigate to Main Menu > Manage > Ticket Settings > Priority
2. Click on + button next to the Priority title.
3. Add Priority right panel will open up. Fill in the following details to add a new priority,
- Priority Name (mandatory)
- Description (optional)
- Help text for agents (optional)
4. Once you provide the required details click on the Add Priority button.
5. The newly created priority will be displayed in the List view
Configure Default Priority
- Hover over a priority, you can see the Make default link button on the rear end of the row.
- Click on it to mark a priority as Default.
- After which, all the newly created Incidents and Service Requests will automatically be set to the default priority configured.
Reordering the Priority List
- You can also reorder or change the order in which the priority should be displayed.
- Hover over a priority, you can see the reorder icon on the front of the row, just hold and drag the icon which will move the priority row.
- Move it to a desired location or the order in which it should be displayed.
- The order will be saved automatically and will reflect in all the respective places where there is a priority selector displayed.
Editing a Priority
- Click on the priority which you want to edit, from the list view.
- This will open up a priority read only right panel.
- Click on the Edit link button at the top to edit the priority properties.
- You can change the Priority name, Description and help text for agents as required.
- Once done click on Save to update the changes.
Deleting a Priority
- Click on the priority which you want to Delete, from the list view.
- This will open up a priority read only right panel.
- Click on the Delete link button at the top right to delete the Priority.
Impacts and Dependencies check before deleting a priority
When deleting a priority in Service Desk, automatic impacts and dependencies checks will be done and any dependencies encountered will be displayed in a popover before you can delete the priority. Possible cases are listed below,
Case 1: If the Priority is associated with Incidents/Service Requests tickets
When a priority is associated to one or more tickets then those tickets need to be associated to a different priority before the deletion.
You can choose the priority to which the tickets need to be moved, and then proceed with the deletion.
Case 2: If the Priority is associated to one or more Queue(s) as a condition
In this case, these conditions will not be valid or work once the priority is deleted.
This information will be displayed before you proceed to delete the priority.
Case 3: If the Priority is associated with one or more Smart Rule(s)
In this case, you will not be able to delete the priority till all the dependencies have been cleared.
This information will be displayed when you try to delete the priority.
[Sample Error Message]: Cannot delete this priority
This priority is used as a condition/action in the following places. Please review and remove the dependency to proceed with deletion.
Smart Rules
<Smart Rule Title>
NOTE: You do not have access to a few of the above dependencies.
Once all the dependencies are cleared, priority can be deleted.
