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Ticket priorities
Tickets, if the related ticket type allows it, may be assessed different priorities, that are chosen from previously-defined service level agreements.
For instance, three SLAs/priorities 'Normal', 'Prioritary' and 'Urgent' can thus be defined. As a rule, on the ticket table, tickets are sorted :
- first by their priority (if the ticket type they belong to actually has one) according to the level given to the corresponding service level agreement : in this case 'Urgent' tickets will appear first ;
- then, by their last modification date, also in descending order (last modified ticket first).
If a ticket has a defined priority, user will allowed to edit it according to her/his particular Helpdesk settings and the available priorities to choose from then depend on user's commercial access levels).
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