Overview
A Priority is a Ticket attribute that can be used to help decide on the order in which work is to be done. All Tickets must be assigned a Priority.
Priorities belong to a Working Time Plan, which must be selected at priority creation; different priorities can be created per Working Time Plan.
When the Priority has been created, one item from the list can be set as the default option; the chosen priority will be pre-populated in the Priorities tab of the New Ticket.
In Vivantio, Priorities, can have target times associated with them, which are referred to as Service Level Agreements (or SLAs). By giving a Ticket a Priority it can fix a specific SLA against the Ticket for completing certain activities within a target time. Typically, the higher the Priority the shorter the target times, but note it is possible to have no target time set against a Priority.
The different types of SLAs available are:
| Close Target | The most common target time that can be set, is for the period before the Ticket is closed or resolved. |
| Response | A target time is associated for when the Ticket is first accepted. |
| Diagnose | In the event that a Ticket moves from accept to first update. |
| Reoccurring | Multiple SLAs can be set within one Priority to measure success in achieving target times against more than one activity within the Tickets lifecycle. |
| Custom | No SLA target time provided at creation, target time set as and when required via a Custom Form |
Guidance
Navigate to the Admin Area > System Areas > Select the System Area e.g. Ticket > Configuration > Priorities
To Add a Priority
Click Add
Enter the Priority Name
Select a Working Time Plan (which can be configured Admin Area > Setup > Working Time > Working Time Plans):
Enable the SLA Stages individually with the tick boxes:
- Enter the Response Time if required
- Enter the Resolution Time if required
- Or tick the box Target Date – the User will be prompted for a target date when using this priority
Click Save
To Edit a Priority
Select the Priority you wish to Edit
Click Edit and Make the changes
Click Save
To Delete a Priority
Select the Priority you wish to Delete
Click Delete
Confirm the action
To make a Priority Default
Select the Priority you wish to make default and click Make Default
You can report on SLAs in the Custom Report Builder to identify tickets Within 'SLA v Breached SLA' and create a Chart Dashboard for an overview of your SLA performance.
Please Note: enabling multistage SLAs for an existing Ticket Type will not automatically result in additional SLA data being created for historic Tickets; it will only apply to new Tickets.
Filter Priorities within the SSP
If you wish to only allow certain priorities appear in the SSP, this can be configured via the Filter Priorities option
Updated: 08 March 2023