---
title: "Configure Priority"
slug: "configure-priority-1"
updated: 2026-04-08T07:22:59Z
published: 2026-04-08T07:22:59Z
canonical: "help.symphonysummitai.com/configure-priority-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Priority

Priority defines the precedence in which a particular Incident should be addressed. You can add and modify the Priority levels for SLA calculation of Incidents for a Tenant. You can add or modify the Priority values for a Tenant.

To configure Priority, perform the following steps:

1. Select **Request** > **Configuration** > **SLA Configurations** > **Priority.** Priority list page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/priority list.png)

Figure: Priority List
2. On the **Priority** page, click **Add New** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add new(1).png) on the **Actions** panel.
3. Select **Tenant** under which the new Priority must be configured. Details page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Priority.png)
4. Enter the required values. For Field Description, refer to the following table:

| **Field** | **Description** |
| --- | --- |
| **DETAILS** |
| Priority | Type in a name for the Priority. |
| Display Name | Type in the display name for the Priority. |
| Description | Type in a description for the Priority. |
| Response SLA (in Minutes) | Response Time is referred to as the time period between the log time of an SR and the time at which the SR is assigned to an Analyst. Type in the number of business days and minutes as the response SLA. In general, the response time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree the Analyst needs to respond to the issue within a short span of time in comparison to the medium or lower degree of Priority issues. The Response deadline is calculated based on these values. |
| Skip Days for Response SLA | Select value of days from the dropdown. The list contains 0 - 6. Based on the selected value the number of days will be skipped from log time before Response SLA calculation starts. |
| Resolution SLA (in Minutes) | Resolution Time is referred to as the time period between the log time of an SR and the time at which the SR is resolved by the Analyst. Type in the number of business days and minutes as the resolution SLA. In general, the resolution time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree the Analyst needs to resolve the issue within a short span of time in comparison to the medium or lower degree of Priority issues. If you specify the Resolution SLA as zero, you can calculate the SLA based on the best efforts of an Analyst. For any SR associated with this Priority, on the **SERVICE REQUEST** page, **Target Completion Date** field is displayed below the **Priority** field. The Resolution Deadline is calculated based on these values. |
| Skip Days for Resolution SLA | Select value of days from the dropdown. The list contains 0 - 6. Based on the selected value the number of days will be skipped from log time before Resolution SLA calculation starts. |
| Highlight Color | Select a color from the color box to associate it with the respective Priority. This color code is displayed for the SRs, which have with this Priority. |
| Default | Select this check box to display this Priority value as the default Priority value on the other pages of the application. |
| Active | Indicates the status of the Priority value. - If selected, the Priority value becomes an available option on the other pages of the application. - If cleared, the Priority value becomes a inactive value. The inactive Priority values are not displayed on the configuration pages of the application or in the **Priority** list. |
5. Click **SUBMIT** to create a new priority.

### Actions

This section explains all the icons displayed on the **ACTIONS** panel of the **PRIORITY** page.

**SHOW LIST**

Click **SHOW LIST** to display the **LIST** table showing all the Priority values configured for the selected Tenant.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Priority show list.png) Figure: PRIORITY page: List of priority values

**Priority ID** column in the **LIST** table displays the ID associated with the configuration details. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/priority list.png) Figure: Priority List

#### Edit Priority

- To edit a Priority value, click the **Priority**. Make appropriate changes and click **Submit**.
- To display the inactive Priority values, click the **Include Inactive** check box.

> [!NOTE]
> Note
> 
> When the Priority Configurations are displayed under the **LIST** table, the button **ADD NEW** and **IMPORT** are displayed on the **ACTIONS** panel**.**
> 
> - Click **ADD NEW** to configure a new Priority .
> - Click **IMPORT** to update or create multiple Priorities, importing the Master Excel template. Upon clicking **IMPORT**, you will be redirected to the **EXCEL MASTERS IMPORT** page, where you can download the excel template and fill the required data to update in the **PRIORITY** page.