Configuring Priority for Service Request

Priority configuration in Global Tenant

Priority defines the precedence in which a particular Incident should be addressed. You can add and modify the Priority levels for SLA calculation of Incidents for a Tenant. You can add or modify the Priority values for a Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants. For more information, see Global Tenancy Overview.  

You can perform the following functions in Priority Configuration in Global Tenant:

• Create Configurations in the Global Tenant.
• View Configurations in Global & Local Tenant.
• Editing Configurations of a Global value in all the Local tenants.
• Localization of Global value by delinking it in the Local tenant.

Configure Priority for Global Tenant 

To add Priority to the Global Tenant, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations > Priority.
   The Priority List page is displayed.
   
   
2. Select the Tenant as GLOBAL TENANT > In the ACTIONS Panel, click ADD.
   The Priority Details page is displayed.
   
   
   
   

3. Enter the Details and click Some of the fields are explained in the following table.
   
   

   Field	Description
   DETAILS
   Priority	Type in a name for the Priority.
   Display Name	Type in the display name for the Priority.
   Description	Type in a description for the Priority.
   Response SLA (in Minutes)	Type in the number of business days and minutes as the response SLA. In general, the Response Time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree, the Analyst needs to respond to the issue within a short span of time in comparison to the medium or lower degree of Priority issues. The Response deadline is calculated based on these values.
   Skip Days for Response SLA	The number of days that will be skipped from log time before Response SLA calculation starts.
   Resolution SLA (in Minutes)	Type in the number of business days and minutes as the resolution SLA. In general, the Resolution Time is specified based on the highest degree of a Priority, that is, if the Priority is of the highest degree the Analyst needs to resolve the issue within a short span of time in comparison to the medium or lower degree of Priority issues. If you specify the resolution SLA as zero, you can calculate the SLA based on the best efforts of the Analyst. For any Incident associated with this Priority on the INCIDENT ID page, the Target Completion Date text box is displayed below the Priority text box. The Resolution Deadline is calculated based on these values.
   Skip Days for Response SLA	The number of days that will be skipped from log time before Resolution SLA calculation starts.
   Highlight Color	Select a color from the color box to associate it with the respective Priority. This color code is displayed for the Incidents with this Priority.
   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.

Viewing Configurations 

To view a configured Global value inherited to the Local Tenant, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations > Priority.
   
   
2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.
   
   The Configured Priority will be represented by a Globe Icon  next to It.
   
   
   

   Figure: Global Icon next to Configured Priority.

3. In the List page, you can view the value configured at the Global tenant being inherited to the Local tenant.
   
   

   Note

   • As this is a Global Tenant configuration only few fields are editable. The changes made to the editable fields on this page are saved only for the selected Tenant. If any changes are made to the editable fields at the Global Tenant level, the changes made on this page are not overwritten.

   • All the configurations in the Global tenant are inherited to the Local tenant.
     
     
   • The ID of the Local value will not be the same as the Global value. In the backend, a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.
     
     

Editing configured Global value in the Global Tenant 

To Edit/Activate/Deactivate a Global value, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations > Priority.
   The Priority List page is displayed.
   
   
2. Select the Tenant as GLOBAL TENANT.
   
   
3. Click the ID of the Priority to be Edited/Activated/Deactivated.
   
    
   Figure: Edit/Activate/Deactivate Priority
   
   

4. Click SUBMIT.
   
   

   Note

   You cannot deactivate a Global value configuration if there are any open records using the same configuration. Upon clicking Submit, system will display validation message as “This value is being used in open transaction here. Modify them to deactivate the value. “

Delink Global Priority value 

The Delink option is provided in the Actions panel when there is a Global value configuration in details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Priority value, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations >Priority.
   
   
2. Select the desired Local Tenant.
   The Priority List page is displayed.
   
   
3. Click on the ID of the Priority value to be Delinked.
   
   
   
   
4. In the ACTIONS Panel, Click the De-link. 

   The Details will become configurable.
   
   

   
   Figure: Delinking Priority Properties.
   
   
5. Click SUBMIT and then click OK to Save the details.
   
   

   After the details have been saved, click SHOW LIST to view the Delinked Configuration.
   
   

   • The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.
     
     
   • When you hover over the Delink icon you can view the tooltip as ‘Global value converted to Local value.’
     
     
   • A Global value once Delinked cannot be Re-linked.