Priority

Updated on 24 Jul 2025
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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: Department
Click Add New or 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. If selected, the Priority value becomes an available option on the other pages of the application. If not selected, the Priority value becomes an inactive value. The inactive Priority values are not displayed in the Priority list on the other pages of the application.

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.

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