Configuring Priority

 

Priority of a request defines the intensity or importance of the request. To open the request priority configuration page

  1. Login to the SupportCenter Plus application using the user name and password of an admin user.
  2. Click the Admin tab in the header pane.
  3. In the Helpdesk block, click the Request Form Customizer icon Request Form Customizer Icon. The next page displays the list of request form attributes that can be customized on the left menu and the category list page.
  4. Click Priority from the left menu. The next page displays the available list of priorities. You can add, edit, or delete the request priorities.

Add Priority

 

To add a request priority

  1. In the Priority List page, click the Add New Priority link at the top right corner.
  2. In the Add Priority form, enter the Priority Name and Priority Order. These two are mandatory fields and cannot have duplicate values. If you wish, you can enter the priority Description also.
  3. Click Save. 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 instead of clicking Save, click Save and add new button. This adds the new priority and reopens the add priority form.

At any point, if you decide not to add the new priority, then click Cancel to get back to the priority list. Clicking the View List link on the top right corner of the add priority form will also take you to the priority list view.

 

Edit Priority

 

To edit an existing priority

  1. In the Priority List page, click the edit iconEdit Iconbeside the priority name that you wish to edit.
  2. In the Edit Priority form, edit the fields you want to change.
  3. 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.

 

Delete Priority

  1. In the Priority List page, click the delete iconbeside the priority name that you wish to delete. A confirmation dialog appears.
  2. Click OK to proceed with the deletion. If you do not want to delete the priority, then click Cancel.


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