Priority Window
Priorities determine the target completion date/time for Jobs. You might use
them to determine the order in which work must be carried out.
Priority Name
Enter a description.
Sequence
Determines the order they are displayed in AND how Jobs are escalated.
Default
Check this box if you want this Priority to be the default for all new Jobs.
Automatic Escalation
When a Job with this Priority goes overdue by the specified number of hours,
it's Priority will be changed to the next highest in sequence.
Target Date/Time
For each Priority you may specify a different target for completion of a job.
The target can be specified as one of the following:
- a specific time of day x days after the date and time the job was logged
at
- A number of elapsed hours following the date and time the job was logged
at.
- On a specific date - e.g. the first 22 Jan following the date and time the
job was logged at
Default Working Hours button
This displays a window to specify the hours each day that your helpdesk is open.
It is important because the calculation of Target Completion dates for Jobs
is based on the working hours. Each day of the week is listed along with hours
and minutes for the start and end of the day. By default Mon-Fri are set to
be working from 09:00 to 17:00. If you wish to mark a day as non-working then
set all values for that day to 0.
These working hours will be used if you have not specified ones for a particular
Category.
Custom1, Custom2
Optional. These two fields may have renamed (see custom
fields). You may enter up to 255 characters.
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