Creating and managing priorities
Priorities help technicians rate the importance of records and decide the precedence in which the records must be resolved. You can configure priorities to manage your records logically and effectively based on the organization's needs. The expected due date, expected fix date, and expected response date of a record are calculated based on the priority of a record.
Using Priority Hierarchy, you can set an order of precedence for the Category, Requestor, Location, and Department modules. Based on the priority hierarchy that is configured for a group, a record is assigned a priority. For more information, see Defining priority hierarchy.
You must have the system administrator permission to create and manage priorities.
The following video (6:47) provides information about configuring priorities and setting up priority hierarchy in Track-It!:
Track-It! provides some out-of-the-box priorities. Based on your requirement, you can modify the out-of-the-box priorities or create new priorities. The out-of-the-box priorities take the server time zone.
The following table provides information and suggested resolution times for each out-of-the-box priority:
|1 - Critical||Highest priority to organization||2 hours|
|2 - High||High priority to organization||4 hours|
|3 - Medium||Medium priority to organization||8 hours|
|4 - Low||Low priority to organization||5 days|
|5 - Very low||Lowest priority to organization||10 days|
This section contains the following topics: