Priority defines the precedence in which a particular Problem Record (PR) should be addressed. You can add and modify the Priority levels for SLA calculation for PRs under a Tenant. You can add or modify the Priority values for a Tenant.
Configure Priority
To configure Priority, perform the following steps:
Navigate to Problem > Configuration > Priority.
Figure: Priority
Select the required Department.
Figure: DepartmentClick Add New or
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icon.Specify the required details on Priority Details page. For more information about the fields on the Field Configuration page, see Field Description.
Figure: Priority Details
Click Submit. A new Priority value is configured.
Field Description
The following table describes the fields on the Priority Details page:
Field | Description |
Details | |
Priority Name | Type in a name for the Priority. |
Sort Order | Type in a numeric value, which indicates the sequence number in which the Priority will be displayed in the Priority list on the other pages of the application. |
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.
|
Actions
This section explains all the icons displayed on the right-side panel of the Priority page.
Show List
Click Show List or 
to display the LIST table showing all the Priority values configured for the selected Department.
Figure: Priority List Page
Priority ID column in the LIST table displays the ID associated with every configuration.
To edit a Priority value, select the Priority. Make appropriate changes and click Submit.
To display the inactive Priority values, click the Include Inactive check box.
Note
When the Priority values are displayed in a list, Add New is displayed on the right-side panel. Click Add New to configure a new Priority.