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titleDefining Priorities and Their SLAs

The priority of a ticket indicates the level of urgency and helps you specify the work order of the tickets. 

You can define the options that appear in the Priority field of a ticket by creating ticket priorities. Each of the priorities that you create is displayed as an option in the Priority field of a ticket. By default, the following priorities are available for each ticket type: High, Medium, and Low. You can, however, modify these priorities.

You can also define the service-level agreement (SLA) limit for a ticket priority. 

Info

SLA metrics can be monitored on the ticket dashboard.

To create a priority and define its SLA:

  1. On the Settings tab, in the Priorities section, click New.
     The New window appears.

  2. In the Please enter priority name field, enter a name for the priority, and then click Save.
    The priority is created, and it appears in the Priorities section. 

    Info

    This priority appears as an option in the Priority field of a ticket.


  3. In the row displaying the priority, click the Icon cell, and then select the icon by which you want to represent the priority.

  4. If you want to define the service-level agreement (SLA) hours for the priority, in the row displaying the priority, click the SLA Hours cell, and then enter the value you want. 

    Tip

    If you want the SLA hours to include Saturdays or Sundays, select the Include Saturday or Include Sunday checkbox, respectively.


Tip
  • If you do not want a priority to appear as an option in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, clear the Public checkbox.
  • If you want to set a priority as the default priority in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, select the Default option.
  • The order in which the priorities appear in the Priorities section represents the order in which they appear as options in the Priority field of a ticket. You can modify the position of a priority by dragging the name of the priority in the Priorities section to the position you want.
  • In the Priorities section, you can:
    • Modify the name of a priority by clicking the Name cell in the row displaying the priority and then entering the name you want.
    • Search for a priority by entering in the Filter box the partial or complete name of the priority.
    • Delete a priority by hovering over the row displaying the priority and then clicking the delete icon.



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titleDefining Statusesthe Status

The status of a ticket indicates the progress of a ticket towards completion or resolution.

You can define the options that appear in the Status field of a ticket by creating ticket statuses. Each of the statuses that you create is displayed as an option in the Status field of a ticket. By default, the following priorities are available for each ticket type: Open, In Progress, and Closed. You can, however, modify these statuses.

To create a status:

  1. On the Settings tab, in the Status section, click New.
     The New window appears.
  2. In the Please enter status name field, enter a name for the status, and then click Save.
    The status is created, and it appears in the Status section. This status appears as an option in the Status field of a ticket.
Tip
  • If you do not want a status to appear as an option in the Status field of a ticket, in the Status section, in the row displaying the status, clear the Public checkbox.
  • If you want a comment to be added to a ticket when the ticket moves to a given status, in the Status section, in the row displaying that status, select the Requires Comment checkbox.
  • If you want a ticket to be closed when it moves to a given status, in the Status section, in the row displaying that status, select the Closes Ticket checkbox.
  • The order in which the statuses appear in the Status section represents the order in which they appear as options in the Status field of a ticket. You can modify the position of a status by dragging the name of the status in the Status section to the position you want.
  • In the Status section, you can:
    • Modify the name of a status by clicking the Name cell in the row displaying the status and then entering the name you want.
    • Search for a status by entering in the Filter box the partial or complete name of the status.
    • Delete a status by hovering over the row displaying the status and then clicking the delete icon.


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