Service Desk Settings
The priorities tab allows you to specify certain conditions under which a service record will receive a priority other than the helpdesk default priority. You may create a priority rule based upon:
Alternatively, you may use the priority of the SR's Main CI, or you may use the Priority Matrix to automatically calculate priority for a service record.
Remember to click Save at the bottom of the page after making changes.
Note: You can use the agreement dropdown filter to view priority rules for all agreements or for only one agreement.
The priority rules on this page are applied in one of two ways:
Note: All service records that are not affected by a priority rule are given the default priority specified by New Service Record default priority.
Creating and editing priority rules
To create a new priority rule:
To modify a rule:
To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.
Priority = Urgency, etc.
When setting up priority rules, you have the option to choose Priority = Urgency, Priority = Urgency + 1, Priority = Urgency -1, etc. As you remember, urgency is chosen by the end user, so selecting one of these options means that the priority will also be determined by the end user. Keep in mind that Priority = Urgency + 1 will result in a priority which is lower than urgency, and Priority = Urgency -1 will result in a priority which is higher than urgency. Refer to the charts below for a visual representation of your options.
|Priority = Urgency||
Priority = Urgency + 1
(priority is lower than urgency)
Priority = Urgency - 1
(priority is higher than urgency)
|Very High||=||Very High||Very High||=||High||Very High||=||Highest|
Derive Main CI Priority
If this box is checked, the SR receives the priority of the SR's Main CI. Note that subsequently changing the priority of a CI does not automatically update all SRs connected to it.
Using the Priority Matrix
When you set an Impact and Urgency for a new service record, the Priority Matrix will automatically calculate a Priority for that service record. The predefined Priority Matrix that comes with SysAid covers all possible combinations of Impact and Urgency (for the default values of Impanct and Urgency). A service record must match all criteria on a given line in order to receive the specified priority.
To enable the Priortiy Matrix, check the box Enable Priority Matrix. For instructions for editing the priority matrix, please refer to the instructions above for creating and editing priority rules.