Overview

Prioritize Service Requests for higher success rates!

Priority establishes the precedence to address a Service Request (SR). The sequence in which a SR is handled is based on its Priority, with higher priority SRs receiving preference over lower priority ones. Priority allows organizations to effectively prioritize SRs based on their severity and the level of disruption they may cause.

Priority helps to ensure that critical SRs are addressed first, minimizing the impact on the business, improving customer satisfaction and service levels. Also, Priority enables to manage the workload of the Analysts to focus their efforts on the most critical SRs. 

Let's explore the following use-case.

Configure Priority

Configuring Priority in Service Request Management is essential to establish a hierarchy for handling the SRs. By assigning Priority to the SRs, teams can ensure that critical and high-priority requests receive immediate attention and are resolved promptly, while lower-priority requests are addressed accordingly.

To configure Priority, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
   
3. Select Module > Service Request > Configurations > SR SLA Configs > Priority. The Priority list page is displayed.
   Figure: Priority list page
    
   
4. Click New to configure a new Priority value. The Priority ID page is displayed.
   Figure: Priority ID page
5. Enter the required details as described in the following table:

Field	Description
Tenant*	Select the Tenant from the dropdown menu for which you want to configure a new Priority. This is a mandatory field. Once you choose the Tenant, the SR Priority field becomes mandatory.
Description	Specify a brief description about the Priority. Including a description for Priority values provides a better understanding of each Priority level, facilitates informed decision-making and quick SR resolution.
SR Priority*	Give a Priority value in this field. This provides a clear understanding about the priority given to the SR.
Display Name	Enter the name of the Priority that will be displayed. Assigning names to Priority values provides a clear and standardized way to communicate the importance levels of SRs.
Highlight Color	Choose a color for a particular Priority. Click the color box next to Highlight color field. A color palette opens up where you can choose whatever color you want to assign the Priority. Figure: Highlight color for Priority
Default	Select the check box to display the Priority for the selected Tenant, by default.
Active	Select the check box to make the Priority available on the other pages of the application.

An asterisk (*) represents a mandatory field.

7. Click Save to configure the new Priority. Click Reset to clear all the inputs in the Priority ID screen. If you do not want to save the details and configure the Priority, click Cancel.