Create a priority type

Priority types assign due dates to tickets so your techs can process and resolve each ticket within a specific time range. If the ticket is not resolved by the due time in the priority type (for example, eight business hours after the ticket is created), Web Help Desk generates emails to the group manager, supervisor, or technician to initiate support activities as soon as possible.

You can create and label priority types that help you identify, address, and track other specific issues, such as:

• Users who do not respond to ticket inquiries after three requests
• Events where multiple users experience identical issues, such as a down network
• Hardware repairs that require additional time to resolve
• Executive or management issues
• Meeting room or classroom issues

After you configure the priority type name, display order, and so on, you can configure alerts that notify the group manager, supervisor, or technician when the ticket due time expires. This process ensures that all mission-critical and low priority tickets are processed in the correct order.

Web Help Desk includes four priority types to help you get started. You can modify the default priority types or add new ones as needed.

1. Log in to Web Help Desk as an administrator.

2. Click Setup > Tickets > Priority Types & Alerts.

3. Click New.

4. Enter a name for this priority type.

5. From the Display Order menu, select a display order for this priority type.

6. Select a color for the label background. Select white for no label color.

7. From the Due Time menu, select the amount of time when tickets with this priority are due. You can override the due dates for individual tickets in the Ticket Details page. All due dates are displayed in the calendar.

8. In the Client Reminder Interval field, select the amount of time to elapse before sending (or resending) a reminder to clients.

   Reminders are only sent for tickets in a status type with Client Reminders enabled.

9. From the Alert Repeat Interval menu, select the amount of time between before an alert is repeated. If you select no value, the alert is not repeated.

   Reminders are sent by email to all recipients specified in the Tech, Super, and Grp Mgr columns of the triggered alert condition. The alerts are repeated until the triggering conditions are resolved.

10. Click Save.

11. (Optional) In the Alert Level rows, set the conditions (such as time interval, criteria, and email recipients) for each Alert Level, beginning with Alert Level 1 and ending with Alert Level 3. A ticket meets a given alert level when any of the alert conditions are met.