Work Prioritization settings let your organization define Priority Levels for work and (optionally) use Service Level Agreements (SLAs) to track response and resolution expectations.

Use Priority Levels on their own, or add SLAs to specific priorities when you want time-based targets.

Turn On Prioritization Settings

1. Go to Admin Settings.
2. Open the General tab.
3. Turn on Priority Settings.

Priority Levels

Priority Levels help your team categorize work by urgency or importance. You can also assign a color to each priority level.

Assign Priority Levels

You can assign Priority Levels either on an individual request, or in bulk.

Assign On An Individual Request

You can set or change a request’s Priority Level from:

• The grid view or all work request and work task modules.
• The work list grid and board view.

Bulk Assign In Grid View

Bulk assignment is available in grid views for supported work modules.

Before you start: Bulk assignment options only appear if your user type has access.

1. Go to Admin Settings → User Types.
2. Select the user type you want to update.
3. Ensure the ability to “Bulk assign” is enabled for that user type.

Bulk assign steps:

1. In the grid view of the relevant work module, select the requests you want to update using the checkboxes on the left side of the grid.
2. Select Assign.
3. Choose Priority Level.
4. Select the priority level you want to apply.

Note: At this time, there is not a dedicated setting to control who can set priority levels.

Service Level Agreements

After Priority Levels are enabled, SLAs are configured as their own setting.

SLAs are optional per priority level. This means you can choose which priority levels have SLA targets and which do not.

SLA Targets Per Priority Level

For each priority level where SLAs are enabled, you can configure SLA targets such as:

• Response time: The time you expect from creation to the first action on the request.
• Resolution time: The time you expect from creation to when the request is resolved.

SLA Access By User Type

SLA information can be limited based on User Type settings. Navigate to Admin Settings > User Types > Edit and look for the "SLA access" setting in the first User Type section.

• No access hides all SLA details.
• SLA access per ticket shows SLA metrics on each individual request (see below).
• Full access to SLA dashboard shows SLA metrics on each request and on the metrics dashboard (see below).

NOTE: SLA access per tickeet applies to all request the user can view. If a user can open a request, and their user type includes SLA access, they can see the SLA information on that request.

Per Ticket SLAs

Users with Per Ticket or Full SLA access can see SLA information directly on the top of individual requests.

These metrics indicate when the first response should be made and was actually made, as well as when the request should be resolved and was resolved according to your set SLAs.

SLA Metrics Dashboard

The Metrics view in Work List provides an SLA dashboard experience based on the current Work List search and filters.

The Metrics view includes SLA and workload reporting such as:

• Total tickets by priority level
• Worker hours by priority level
• SLA compliance by priority for:
  • Response time
  • Resolution time
• Average response time by priority (compared to the SLA target)
• Average resolution time by priority (compared to the SLA target)
• Overall SLA compliance rollups for:
  • Response time
  • Resolution time