Registering Service Request Priority
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:
Setting the parameter 104 with value "Y".
Procedure
- Access the functionality Service Request Priority through the main menu Processes > Portfolio and Catalog Management > Service Request Priority;
- Complete all mandatory fields to Impact, and click on "Save Impact";
- Complete all mandatory fields to Emergency, and click on "Save Urgency";
- Complete all mandatory fields to the Priority Matrix, and click on "Save Priority Matrix".
✅ 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.