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Creating, editing, or deleting a priority

This topic describes how to create, edit, or delete a priority.

To create a priority

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click Lookups > Priorities.
  3. On the Priorities page, click New.
  4. In the New Priority dialog box, in the Priority Name field, enter an appropriate priority name.
  5. In the Description field, enter description about the new priority.
  6. Click the Time Zone list.
  7. In the Select Time Zone dialog box, select a time zone and click OK.
  8. Click the Work Schedules list.
  9. In the Select from Work Schedules dialog box, select a work schedule and click OK.
  10. (Optional) Based on your requirement, select the Adjust due date based on the assigned technician's schedule check box.
  11. (Optional) To prevent users from applying this priority to a record, select the Mark as Inactive check box.
  12. To define the ticket defaults, in the Ticket Defaults section, enter the appropriate values in days:hh:mm:ss format for the following fields:

    FieldDescription
    Expected Due DurationThe time by which the record with the selected priority must be resolved.
    Expected Fix DurationThe time that the record with the selected priority requires to be fixed.
    Expected Response DurationThe time by which a response to the record with the selected priority must be sent.

    The due date of a ticket is calculated based on the client's time zone and the technician’s work schedule.

    Example

    If a technician’s work schedule is from 8 AM to 5 PM and a ticket with Priority 1 (resolution time: 2 hours) is submitted at 4 PM, the due date for the ticket is calculated as 9 AM on the next working day.

    Best practice

    Although it is not mandatory, BMC recommends that you add values for the ticket default fields.

  13. Click Save.

Editing or deleting a priority

  1. Navigate to the Priorities page (hamburger menu  > Configuration > Lookups > Priorities).
  2. On the Priorities page, perform one of the following actions:

    ActionSteps
    To edit the priority
    1. Select the priority you want to modify and then click Edit .
    2. In the Priority: priorityName dialog box, edit the required fields.
    3. Click Save.
    To delete the priority
    1. Select the priority you want to delete and then click Delete .
    2. In the Delete Record dialog box, click Yes.
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