Use Priorities to set target times for ticket resolution. Priorities could either be simply selected or be pre-determined based on an Impact and Urgency matrix.*
*Implementing an Impact and Urgency matrix requires consultancy, please contact House-on-the-Hill for further details.
A simple Priority model may consist of 5 different Priorities, including:
- Long Term
To manually add priorities, go to Settings > Service Level Management and select Priority from the Category drop-down.
Create new Priorities by clicking on the Add New Priority (““) button.
In the Priority Details, give the Priority a name and select the Process Type and Folder. Then use the Target Metrics section to set Response, Warning, and Action times.
Learn more about this topic by visiting the Priority and Service Level Agreement page.