---
title: Registering Service Request Priority
slug: citsmart-8-en/registering-service-request-priority
description: Learn how to set up Service Request Priorities and dynamically calculate attendance time for service requests. This feature allows you to easily add, change, and delete priorities. Find out how to register a priority and set the parameter for maximum effi
docTags:
createdAt: 2022-01-19T21:42:06.000Z
---
The Service Request Priority functionality **allows setting the priority matrix** to dynamically calculate the attendance time (SLA) of the service request.
The priority will be used to identify the relative importance of the service request and to identify the time required for appropriate action to be taken.
This feature provides a variety of actions, such as **including, changing, and deleting a service request priority**.
## Before getting started
To register a service request priority, it is necessary:
- [x] Setting the **parameter 104**
with value "**Y**".
## Procedure
1. Access the functionality Service Request Priority through the main menu
`Processes > Portfolio and Catalog Management > Service Request Priority`;
2. Complete all mandatory fields to **Impact**, and click on "**Save Impact**";
3. Complete all mandatory fields to **Emergency**, and click on "**Save Urgency**";
4. Complete all mandatory fields to the **Priority Matrix**, and click on "**Save
Priority Matrix**".
:::hint{type="success"}
**✅ ****Rule****: **Note that after registering the priority matrix, when registering a service
request, the time of attendance (SLA) will be established according to the
level of impact and urgency entered, being considered the priority matrix.
Remember that for this to happen, the parameter must be **enabled**.
:::