Tickets en aanvragen
Prioriteitsbepaling instellen
Manage Priority Scoring
Priority ranges from P1 to P5. The active SLA policy selects automatic calculation or manual selection. Automatic calculation uses the impact assessment, urgency, availability and workaround; manual mode keeps the calculated preview advisory.
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Manage Priority Scoring
Priority ranges from P1 to P5. The active SLA policy selects automatic calculation or manual selection. Automatic calculation uses the impact assessment, urgency, availability and workaround; manual mode keeps the calculated preview advisory.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- The built-in scoring model is used when a custom model is absent or incomplete.
- The policy editor does not expose every scoring weight or threshold.
- The preview appears after impact fields change; an unchanged incident may not show it.
- The preview does not itself save priority.
- Direct priority changes may be restricted to the configured override group.
- If automatic scoring fails during creation, the system may fall back to P3; verify the saved result.
- Open Configuration → SLA Management and the relevant ticket type.
- Choose automatic or manual priority and, if needed, the group allowed to override priority.
- Save the policy.
- Fill the incident’s impact assessment and review the priority preview after changes.
- In automatic mode, save to calculate priority and SLA targets. In manual mode, deliberately choose P1–P5.
Expected outcome: The user has reviewed the result of manage priority scoring in the application.
Aanbevolen werkwijze
- Maak eigenaarschap duidelijk.
- Gebruik statussen en prioriteiten consequent.
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