Priority of a request defines the intensity or importance of the request
received by the IT help desk team. To open the request priority configuration
Login to the ServiceDesk
Plus application using the user name and password of an admin user.
Click the Admin
tab in the header pane.
In the Helpdesk
block, click the Helpdesk Customizer
icon . The next page displays the list of request form
attributes that can be customized on the left menu and the category list
from the left menu. The next page displays the available list of
priorities. You can add, edit, or delete the request priorities.
Add a Priority
To add a request priority,
In the Priority List
page, click the Add New Priority link at the top right corner.
This opens the Add Priority form.
Enter the priority name
in the Name text field. The provided
name has to be unique and cannot be duplicated. This is a mandatory
If required, select the
Color code to identify the priority
by invoking the icon . The selected color has to be unique
for every priority specified.
You can enter a short
description about the priority in the Description field. This can
help in understanding the kind of priority associated with the name mentioned
in the Name field.
The new priority is added to the already existing list. At any point you
wish to cancel the operation that you are performing, click Cancel.
If you want to add more than one priority then, click Save and add
new button. This adds the new priority and reopens the add priority
The priority name along with its color code can be view in the request
list view page provided the priority check box is enabled in the column
Edit a Priority
To edit an existing priority
In the Priority List
page, click the edit icon beside the priority name that
you wish to edit.
In the Edit Priority
form, edit the fields you want to change.
Click Save to
save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
Even while editing a priority, if you wish to add a new priority, then
click Save and add new button instead of clicking Save button after
making the changes.
From the Priority
List page, enable the check box beside the priority name that you
wish to delete.
button. A dialog box confirming the delete operation appears.
Click OK to proceed
with the deletion. The priority gets deleted from the available list.
If you do not wish to delete the priority, then click Cancel.
NOTE: If the priority is greyed instead of getting deleted, then the priority is being used by a module. Greying indicates that the priority value will not be available for further usage. To bring the priority value back to usage, click the edit icon beside the greyed out priority and deselect Priority not for further usage check box.