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Setting Priority Levels for an SLA

A request can have a priority level, such as High, Medium, Low, Emergency, or Non-Emergency.

For each priority level, you can assign a unique set of response procedures. Thus, similar requests that vary in priority level can have entirely different responses, with different service providers, different approval routings, and so forth. For example, the SLA governing an installation request with a priority of Urgent can define a different workflow than does an SLA for a an installation request with a priority of 1-Week.

There are a few ways to set up priority levels:

• You can allow the requestor to indicate the priority level on their request. In this case, you must define the various priority levels so that they appear on the requestor's form. Do not indicate a default level for the requestor. When the requestor indicates the priority on their request, the system will activate the corresponding response procedure.
• You can define multiple priorities and corresponding responses, setting one as the default. The requestor sees just the default priority and is not able to set a priority level when requesting a service. However, a business manager reviewing the request can reset the priority level from the default to one of the other defined priorities and thus set the corresponding response procedure. The business manager is able to make this change only when a request has a status of Requested and a an Edit and Approve step has been defined.

For example, suppose two priorities ("urgent" and "1 week") are defined, "1 week" is the default priority, and the SLA is defined to route all service requests to a business manager for Edit and Approval. Suppose the business manager reviews a request and wants it immediately handled. In this case, the business manager can change the priority level to Urgent to activate the corresponding response procedure.

• You can choose not to work with priority levels. Do not specify a priority level when defining the SLA. They system will set up a default priority level. The Service Desk Manager will define a response procedure for this one priority and the user will not have a priority option on the Create Service Request form.

Define Priority Levels

The Priority Levels tab page shows a first panel with an overview of the basic request parameters and a second panel with which you can specify up to five priorities.

To enter the priority text that will appear to the user, type the text in the box. In addition to typing your own priority text, you can choose text from previously defined SLAs by click on the ellipsis button and choosing a value from the Select Value dialog.

If you wish to set one of the priorities as the default (see the second scenario, above), enter its number in the "Default Priority Level for Requestor" option. If you complete this option, you must define an Edit and Review step for the Request status for the default priority.

If you decide not to use priorities and you move to the next screen, the system will use the word “default” for the priority entry.

After you enter priority levels, the system will add to the Response Parameters screen another row of tabs, with each tab listing your priority text. You will then define the response procedures for each priority by working through the tabs.

Next

Click Next so that you can Set Response Procedures for each priority level of the SLA.

Back 

Back to Overview of Creating an SLA