Layton ServiceDesk - Settings - Libraries - Priority
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| − | Enter a name for the Priority in the ''Priority | + | Enter a name for the Priority in the ''Priority'' field. |
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| + | In the ''SLA'' field, enter a description for the SLA that the priority represents. | ||
If Priority information (resolution and escalation details) is not required to be pre-set for the Priority then leave all fields blank. Then decide whether any escalation or expiry details will be entered manually at Request logging. | If Priority information (resolution and escalation details) is not required to be pre-set for the Priority then leave all fields blank. Then decide whether any escalation or expiry details will be entered manually at Request logging. | ||
| − | If ''Allow Escalation Edit'' is set to ''No'' then no expiry or escalation times will be set and the Priority will only be used for identification and reporting. | + | If ''Allow Escalation Edit'' is set to ''No'' then no expiry or escalation times will be set and the Priority will only be used for identification and reporting. If set to ''Yes'', then resolution and escalation times can be entered when saving the Request. To save the Priority details, click the Save button [[File:Lsd btn save.png|link=]], then continue to create additional Priorities as defined below. Setting the option to ''Yes'' allows all analysts to alter the escalation times when the request is to expire. |
| − | If Priority information (resolution and escalation details) is required to be pre-set, then you can enter any field as they are all optional. The resolution time is the number of hours from when the Request was opened. | + | If Priority information (resolution and escalation details) is required to be pre-set, then you can enter any field as they are all optional. The resolution time is the number of hours from when the Request was opened. You can then enter from none to three levels of escalation times in hours. Again, this is the number of hours from when the Request is opened. |
| − | Please note that the escalation and resolution times take the Default Working Hours | + | Please note that the escalation and resolution times take into account the '''[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]'''. You can enter the email address of any Analyst and re-assign the request to a different Analyst for each level of escalation. |
==Summary of Priority Requirements & Settings== | ==Summary of Priority Requirements & Settings== | ||
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==Adding Additional Priorities== | ==Adding Additional Priorities== | ||
| − | To continue adding more Priorities to an Priority select ''Add New'' on the Manage Priority form and then enter the same Priority name as previous. Otherwise, to define a new Priority, select ''Add New'' as above but enter a new Priority Name. | + | To continue adding more Priorities to an Priority select ''Add New'' on the Manage Priority form and then enter the same Priority name as previous. Otherwise, to define a new Priority, select ''Add New'' as above but enter a new Priority Name. |
=Manual Setting on Request Form= | =Manual Setting on Request Form= | ||
Revision as of 04:45, 16 April 2014
Previous article in this series: Task Types
Contents |
Overview
Priorities dictate the importance of Requests and escalation times and routes. They are user configurable and are defined within a Priority, and although Priorities as such may not be required, in order to set any Priority, an Priority name or title is defined.
Generally the Priority of a Request (or Incident) is determined by the Impact and Urgency of the issue. For example an issue that is affecting a single user and has a high urgency would be given a lower Priority than an issue that is affecting the whole company and has a high urgency.
A Priority can be implemented using predefined resolution and escalation details. Alternatively, the resolution time and any escalation details can be set manually or the predefined values amended when logging a Request.
Even if no escalation or resolution times are needed, the Priority is still defined within a Priority title (but could be blank) but with no escalation parameters set. Priorities are defined in Administration > Libraries > Priority.
Configuring the Priority
Enter a name for the Priority in the Priority field.
In the SLA field, enter a description for the SLA that the priority represents.
If Priority information (resolution and escalation details) is not required to be pre-set for the Priority then leave all fields blank. Then decide whether any escalation or expiry details will be entered manually at Request logging.
If Allow Escalation Edit is set to No then no expiry or escalation times will be set and the Priority will only be used for identification and reporting. If set to Yes, then resolution and escalation times can be entered when saving the Request. To save the Priority details, click the Save button 
, then continue to create additional Priorities as defined below. Setting the option to Yes allows all analysts to alter the escalation times when the request is to expire.
If Priority information (resolution and escalation details) is required to be pre-set, then you can enter any field as they are all optional. The resolution time is the number of hours from when the Request was opened. You can then enter from none to three levels of escalation times in hours. Again, this is the number of hours from when the Request is opened.
Please note that the escalation and resolution times take into account the Default Working Hours. You can enter the email address of any Analyst and re-assign the request to a different Analyst for each level of escalation.
Summary of Priority Requirements & Settings
| Priority Requirement | Settings |
|---|---|
| No SLA needed, no expiry time or escalation details required but need to set Priorities | Define SLA with Name and Priorities only. Allow Escalation Edit set to No |
| No SLA needed but need to set expiry time and/or escalation details manually at request logging | As above but set Allow Escalation Edit set to Yes |
| SLA/Priority details required as preset, but also allow manual editing at request logging | Define SLA Name with Priorities and enter resolution and any escalation times. Also enter any email notification and auo-assignment of requests. Set Allow Escalation Edit to Yes |
| SLA/Priority details required as preset, but do not allow manual editing at request logging | As above, but set Allow Escalation Edit to No |
Adding Additional Priorities
To continue adding more Priorities to an Priority select Add New on the Manage Priority form and then enter the same Priority name as previous. Otherwise, to define a new Priority, select Add New as above but enter a new Priority Name.
Manual Setting on Request Form
In addition to pre-setting escalation and resolution times against a Priority, there is also the option to override these times or just set any escalation or resolution time manually. This is achieved by first setting the Allow Escalation Edit field to Yes in the Administration > Libraries > Priority > PRIORITY NAME. Any requests using that priority will prompt the Analyst or user to enter, edit or confirm the resolution and escalation times when the Request is saved. The confirmation screen is displayed on saving the request:
Enter or amend any escalation times or the expiry time and click the Confirm button 
.
To revert to any predefined values for the Priority, click the Restore to Default button 
. After a brief pause, all the escalation dates and times will be populated with the original values.
Click the Confirm button to confirm the defaults.
Summary of Escalation Process
The escalation process will be initiated when the resolve time or any escalation level is exceeded. The following processes can be invoked using the Priority form:
- An automatic email can be sent to a specified address
- The Request can be automatically assigned to another Analyst
- The Request itself as displayed in the list views, will change color
The color setting is defined using Administration | General Settings | Request Settings. By default the Priority escalation color will only be applied to the Priority field in the list views, however if preferred this can be changed so that it colors the whole row. This color setting is found in Administration | General Settings | Color Whole Row.
Note: If a Request has a Suspend status all escalation is frozen until that status is changed to a status that does not have a suspend status on it.
