The Priority of a ticket indicates how important it is. Via this prioritization, a mapping of Service Level Agreements - in short: SLA - is possible. Priorities are always sorted according to the priority value in the overview as well as in the selection list.

A priority consists of:

• Priority value - a number between 1 and 999. Multiple assignments of the same value are not allowed.
• Name - name of the priority. By default high, medium and so forth. E.g. >2 working days and on occasion could be entered here.
• Escalation - a time in hours before an unworked ticket is escalated.
• Deadline - a time in hours. The deadline ensures that tickets are processed and closed within a predefined period of time.
• Icon - a pictogram to be displayed in the ticket list.

Note: The concepts of escalation and deadline discuss the specific effects of the times set here.

Note: If a priority is deleted, it cannot be reselected. Tickets with this priority will keep the priority value until the next change. If a new priority with the same value and a new name is created later, all tickets with this priority value will display the new name - and will also have all other values reset.

Note: The DEFAULT priority cannot be deleted.

The default values of the priority determine the behavior for tickets that do not have a priority after creation.

A rule for the Priority of new tickets can be selected here:

• ... default priority, always - uses the default priority selected in Ticket fields.
• ... ...ticket priority of location of ticket owner (else default priority) - uses the priority defined in location first.
• ... ...ticket priority of user class of ticket owner (else default priority) - first uses the priority of the User Class.

If neither the Location / Customer, nor the User Class have stored a priority when selected accordingly, the default priority will be used automatically.