Priority

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

1. Click the Admin tab in the header pane to open the configuration wizard page.

2. Click the Helpdesk Customizer icon under Helpdesk Settings.

3. Click Priority from the left menu. The list of available prioritises. You can add, edit, or delete the request priorities.

Add Priority

To add a request priority:

1. In the Priority List page, click Add New Priority link at the top right corner.

2. Enter a unique name to identify the priority in Priority Name field. This is a mandatory field.

3. 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.

4. If required, select the Color code to identify the priority by invoking the color palette. The selected color has to be unique for every priority specified.

5. Click Save. The new priority is added to the already existing list.

NOTE: The priority name along with its color code can be viewed in the request list view page provided the priority check box is enabled in the column chooser.

Edit Priority

1. Click the Edit icon beside the priority name you wish to edit.

2. In the Edit Priority form, modify the required fields.

3. Click Save. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Delete Priority

1. Click the Delete iconbeside the priority name 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.

NOTE: If you try to delete the priority which is being used in the requests, a message will appear stating that the priority cannot be deleted but moved to inactive state. Click OK if you want to proceed, the priority is grayed instead of getting deleted and will not be available for further usage. To bring the priority value back to usage, click the Mark as Active button displayed beside the inactive priority.