![]() Once you’ve specified the Priority for all the levels of Impact and Urgency, click on Save to finish.This ensures that there is a standardized process to ascertain the Priority and help agents focus on more important tickets. The admin can edit and choose a Priority from the drop-down for each pair of levels under Impact and Urgency.įor example, an Admin can mandate that when a "High" Urgency ticket comes into the service desk and if the agent determines that its Impact is "Low", then the Priority must be set to "Medium". ![]()
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