Create request priority
The default priorities included with the system are High, Medium and Low. But you can both add new priorities and edit the settings of existing priorities.
Note
If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.
Steps:
In Settings and maintenance, go to the Requests button in the navigator and select the Priorities tab.
Click the Add button.
Enter a descriptive name in the Priority name field.
In the Properties tab, enter the following information:
- External
- Use as default
- Deadline
- Deleted
For details about each field, see Priority settings.
Under Time frame, specify the time frame that applies to request processing.
Specify time intervals for each day of the week.
Optionally enter days to exclude in the Holidays (day/month) field. Select Include year to include the year in these dates.
In the Escalation events tab, specify how the escalation chain operates in response to different events in the request. Options:
Request read by owner
Changed user (manually)
New information
Request closed
Changed priority
Note
If you select Continue, the request proceeds at the same level in the escalation chain as it had before the change. In other words, the times are not used if there is a change, only the level.
New request
Escalate requests according to time frame
For details about each option, see Priority settings.
Click Save. The priority is created. Now you can, for example, link escalation levels to this priority.
Priority settings
| Setting | Description |
|---|---|
| Name | A descriptive name for the priority. |
| Deleted | Is the priority active (normal) or deleted (unavailable). |
| External | Checking here makes the priority accessible from SuperOffice Customer Centre. |
| Use as default | Checking here makes this priority the default one. |
| Deadline | The deadline that requests with this priority should have. This value is calculated on the basis of the time frame for the priority and saved for each request. The result specifies when the request's time frame expires. |
| Time frame | Time intervals for each day of the week that applies to request processing. |
| Holidays (day/month) | Days to exclude from the time frame. This is normally used for public holidays when it is not desirable for requests to be escalated. The format is a comma-separated list of day/month entities. For example, to exclude 25th and 26th December, enter: 25/12, 26/12. You can also add dates using the date field below. |
| Include year | Checking here includes the year in the holiday dates. |
| Escalate requests according to time frame | If checked, requests with this priority are escalated only during the priority's defined time frame. Outside of the periods defined in the Time frame tab, escalation will be "frozen". |
Escalation options
| Option | Description |
|---|---|
| Request read by owner | If checked, the escalation chain is controlled as specified in the list box on the right when a request is read by the owner. In all the list boxes in this tab, you can choose from the operations: Stop, Continue and Restart. |
| Changed user (manually) | If checked, the escalation chain is controlled as specified in the list box on the right when a request manually changes owner. |
| New information | If checked, the escalation chain is controlled as specified in the list box on the right when new information arrives on a request. For example, the customer or user adding a new message to the request. |
| Request closed | If checked, the escalation chain is controlled as specified in the list box on the right when a request is closed. |
| Changed priority | If checked, the escalation chain is controlled as specified in the list box on the right when the priority of a request is replaced with this priority. |
| New request | If checked, the escalation chain is controlled as specified in the list box on the right when a new request with this priority arrive in the system. |