Priorities
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Latest revision as of 22:45, 21 August 2012
Priorities can be configured through the system administration interface.
When creating or editing a priority a target resolution can be set in hours, minutes and seconds. This allows reporting to analyse if requests are being resolved within the set targets for the priority.
Priorities are a useful way for service desk staff to distinguish relative importance of requests and are intended to be setup (and assigned against requests) based upon your internal processes.