Priorities

Overview

The Priorities section under Incident Management allows you to categorize incidents based on their urgency levels (Critical, High, Medium, and Low). You can configure priority levels, link them to SLA response times, and automate assignments based on predefined rules.

Key Features

• To categorize incidents, you can define and customize priority levels (Critical, High, Medium, Low).
• You can color code the priorities for easy visibility.
• Using priorities allows agents or teams to allocate resources, ensuring faster incident resolution effectively.

How to Add a New Priority?

To add a new priority level, follow the steps below.

Navigate to Settings > Incident Management > Priorities.

The Priorities page is displayed.

Click the New Priority icon. The New Priority page is displayed.

Note: All fields marked with an asterisk (*) are mandatory.

Enter the priority label in the Name field and select a color from the Color palette to represent the priority. Then, click Save.

The priority is successfully added.

Note: The Edit and Delete icons appear when you hover over a priority row. Click the corresponding icon in the desired priority row to update, or delete and confirm your action.