Submit a ticketCall us

Bridging the ITSM Divide
Integrated help desk and remote support software for faster resolution

Join us on Wednesday, November 29, 2017 at 11 a.m. CT, as we discuss the benefits of effectively integrating your help desk software with remote support solutions to help increase the efficiency of IT administration, improve communication, and decrease mean time to resolution (MTTR) for IT issues of all sizes. This directly impacts end-user satisfaction and your business’ bottom line. Register Now.

Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Create a priority type

Create a priority type

Table of contents
No headers
Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 76 Votes: 0 Revisions: 4
video-icon.png
Check out this video (3:51) on priority types.
 

You can use Web Help Desk to automate ticket workflows. For example, you can automatically change a ticket's priority type.

In the following example, a Critical priority type is created. In the next topic, the Critical priority type will be used in an action rule that changes all tickets submitted by the CEO to Critical.

  1. Click Setup.
  2. Select Tickets > Priority Types and Alerts.
  3. Click New.
  4. Enter a name, and select a display order and color.
  5. (Optional) In the Due Time field, select the time when tickets with this priority should be closed.
  6. (Optional) In the Client Reminder Interval field, select the amount of time to elapse before sending (or resending) a reminder to clients.
  7. (Optional) In the Alert Repeat Interval field, select the amount of time between reminders to trigger an alert.
  8. Click Save.
  9. (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.

Next task: Create an action rule to change ticket priority

 
Last modified

Tags

Classifications

Public