Configuring Priority PM

Owned by Enterprise IT
May 10, 2024

SummitAI Service Management Help

Problem Management

What is a Priority?

Priority defines the precedence in which a particular Problem Record (PR) should be addressed. You can add and modify the Priority levels for SLA calculation for PRs under a Tenant. You can add or modify the Priority values for a Tenant.

To configure Priority values:

  1. Select Problem > Configuration > Priority.
  2. On the PRIORITY page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Priority details. For information about the fields on the PRIORITY page, see Field Description.
  4. Click SUBMIT. A new Priority value is configured.

    PRIORITY page
    Figure: PRIORITY page

Field Description

The following table describes the fields on the PRIORITY page:

Field

Description

DETAILS

Priority Name

Type in a name for the Priority.

Sort Order

Type in a numeric value, which indicates the sequence number in which the Priority will be displayed in the Priority list on the other pages of the application.

Default

Select this check box to display this Priority value as the default Priority value on the other pages of the application.

Active

Indicates the status of the Priority value.

  • If selected, the Priority value becomes an available option on the other pages of the application.
  • If not selected, the Priority value becomes an inactive value. The inactive Priority values are not displayed in the Priority list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the PRIORITY page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Priority values configured for the selected Tenant.

Figure: PRIORITY page: List of priority values

Priority ID column in the LIST table displays the ID associated with every configuration.

  • To edit a Priority value, select the Priority. Make appropriate changes and click SUBMIT.
  • To display the inactive Priority values, click the Include Inactive check box.

Note:

When the Priority values are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Priority value.