Priority

Priority defines the importance that is to be given to the request.

Role Required: SDAdmin

1. Go to Setup > Customization > Helpdesk > Priority.
   
2. Click New Priority.
   
3. Enter a name for the priority. This is a mandatory field.
   
4. Describe the priority details and usage.
   
5. Choose a color to indicate the priority in the request list view and priority matrix.
   
6. Click Save.
   

To edit/delete priority, click beside a priority name.

• Related Articles

• Priority Matrix

  Priority matrix helps determine the priority of a request automatically based on impact and urgency. The priority matrix requires a one-time configuration by the administrator. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Priority ...

• Impact

  Impact measures the business criticality of an incident based on the number of people or systems affected. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Impact. Click New Impact. Enter a name for the impact. This is a mandatory ...

• Mode

  Modes refer to the paths in which incident/service requests are submitted and tracked in the application. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Mode. Click New Mode. Enter a name for the mode. This is a mandatory field. ...

• Change Prediction Features

  To access the change prediction features, Go to Setup > Zia > Artificial Intelligence > Predictive Features. Select Changes from the drop-down. Enable the required feature. Risk Prediction Zia suggests the top two risks of change requests based on ...

• Make Announcements from Requests

  ServiceDesk Plus MSP Cloud allows you to create announcements from requests. These announcements alert users about frequently occurring incidents and provide solutions by sharing the description and resolution of requests. You can share announcements ...