Managing urgency codes

Urgency codes are numeric codes used to prioritize tickets. The code also includes a description of the urgency level, and the time required to resolve a ticket based on the specific level of urgency.

Note: You can modify the Code, Description, and Allow Customer Portal options in the Urgency grid.

To manage urgency codes:

Select Administration > Office Profiles on the navigation bar. The Office Profiles list view is displayed.

Note: You can select the Lookup option to locate an office profile, if required.
Click Company Name. The Office Profile detail view is displayed.
Click the Service/Support tab.
Click the Add Urgency icon to add a new urgency code. The Add Urgency window is displayed.

Note: To modify an urgency code, you can click Edit next to an existing urgency in the Urgency grid.
Specify this information:

Code

The numeric urgency code.

Description

The description of the urgency code.

Set as default urgency

Select this check box to set this Urgency code as the default value when a user creates a new ticket.
Note: You can set only one Urgency code as default.

Allow on Customer Portal

Select this check box to ensure availability of the urgency code to customers in Customer Portal. Multiple urgencies can be available in Customer Portal.
Note: This check box is used to designate urgency codes that are available internally to employees and externally to customers. If you do not select this option for an urgency code, customers view Medium in the Urgency pick list.

Turnaround

The number of days, hours, and minutes allowed to resolve for the ticket with the specific urgency code.
Note: The ticket is considered to be overdue, if the turnaround time is exceeded.
Click OK.

Note: To delete an urgency code, select the code in the Urgency grid and click Delete Urgency.