Layton ServiceDesk - Settings - Libraries - Priority

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The Analyst must respond within this number of hours. A ''response'' is defined as one of these actions, performed by the Analyst:
 
The Analyst must respond within this number of hours. A ''response'' is defined as one of these actions, performed by the Analyst:
  
*Added a new '''[[Layton ServiceDesk - Viewing and Editing Requests#Adding a Comment|Comment]]'''
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*Adding a new '''[[Layton ServiceDesk - Viewing and Editing Requests#Adding a Comment|Comment]]'''
*Applied a '''[[Layton ServiceDesk - Configuring the System - Solution Base|Solution]]'''
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*Applying a '''[[Layton ServiceDesk - Configuring the System - Solution Base|Solution]]'''
*Changed Request Status.
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*'''[[Layton ServiceDesk - Logging a New Request Using the Web Interface#Change Request Status|Changing Request Status]]'''.
  
 
====Expiry in====
 
====Expiry in====

Latest revision as of 02:50, 28 February 2020

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Contents

[edit] 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.


Lsd priority01.png

[edit] Setting Priority Order

Priorities can be set to an arbitrary sort order for display in the Priority menu on the Request form. Click the Up Lsd btn priority up 24px.png and Down Lsd btn priority down 24px.png buttons in the Order column to set the desired order.

[edit] Configuring the Priority

[edit] Deciding on Priority Configuration Options

Priorities can be configured as simple descriptions for a generalised priority, or they can be additionally configured with times that define escalation and expiry. Decide on how complex your needs are with the below table.

Escalation and resolution times take into account the Default Working Hours.

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

[edit] Settings Page

Lsd priority02.png

[edit] Basic Settings

[edit] Name

This is a name that will be a unique ID to represent this Priority.

[edit] Description

Enter a description for the SLA that the priority represents.

[edit] Allow Escalation Edit

If set to Yes, resolution and escalation times can be manually adjusted when saving the Request.

[edit] Response Time

The Analyst must respond within this number of hours. A response is defined as one of these actions, performed by the Analyst:

[edit] Expiry in

The time from creation when the Request should be responded to. A response acknowledges the End User that the Request has been received and logged.

[edit] Email to

Specify an Analyst to be notified if no response has been recorded within the Expiry in value.

[edit] Escalate to

Specify an Analyst to whom the Request should be assigned if no response has been recorded within the Expiry in value.

[edit] Escalation Levels

There are three levels of escalation before the resolution time expires.

[edit] Escalation Level 1

[edit] Expiry in

The time from creation when the Request will be escalated.

[edit] Email to

Enter the email address of a user to send an email notification to alert them that an escalation point has been reached.

[edit] Escalate to

Specify an Analyst to whom the Request should be assigned when the escalation time reaches Level 1.

[edit] Escalation Level 2

[edit] Expiry in

The time from creation when the Request will be escalated. This time is greater than that of Level 1.

[edit] Email to

Enter the email address of a user to send an email notification to alert them that an escalation point has been reached.

[edit] Escalate to

Specify an Analyst to whom the Request should be assigned when the escalation time reaches Level 2.

[edit] Escalation Level 3

[edit] Expiry in

The time from creation when the Request will be escalated. This time is greater than that of Level 2.

[edit] Email to

Enter the email address of a user to send an email notification to alert them that an escalation point has been reached.

[edit] Escalate to

Specify an Analyst to whom the Request should be assigned when the escalation time reaches Level 3.

[edit] Missed Resolve Time

[edit] Expiry in

The time from creation when the Request will be considered to have expired. This time is greater than that of Level 3.

When a Priority is assigned to a Request, this number of hours is calculated from the creation time, and this becomes the Due By date on the Request form.

[edit] Email to

Enter the email address of a user to send an email notification to alert them that the Request has expired.

[edit] Escalate to

Specify an Analyst to whom the Request should be assigned when the Request expires.

[edit] 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:


Lsd req escalations01.png


Enter or amend any escalation times or the expiry time and click the Confirm button Lsd btn confirm 24px.png.

To revert to any predefined values for the Priority, click the Restore to Default button Lsd btn restore to default 24px.png. After a brief pause, all the escalation dates and times will be populated with the original values.


Lsd req escalations02.png


Click the Confirm button Lsd btn confirm 24px.png to confirm the defaults.

[edit] 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, can 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 > Request 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.

[edit] Site

Priorities can be limited to specific Sites. In the list of Priorities, click the Edit button Lsd btn edit 16px.png for the Priority to edit.


Lsd priority03.png


Check the applicable Sites and close the dialog.

[edit] Related Articles

Next article in this series: Problem Statuses Btn forward.png

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