Priority Lists

To add a priority list:

1. In the Add Priority List field, enter the name of the priority list.
2. Click ADD.

   A dialog box opens asking you to confirm your choice.

3. Click OK.

   The priority list is added and additional fields appear, allowing you to further define the priority list.

4. In the Default Priority List field, select a value.

   Select Yes to make this the default priority list used by all properties that do not have a particular priority list associated with them.

5. If you want to rename the priority list, enter a value in the Rename field.
6. Click UPDATE.
   

You can add a priority to any existing priority list. To add a priority:

1. In the Priority List field, select the priority list you want to add the priority to.

2. In the Description field within the Add Priority pane, enter a name for the priority.

   This is the name that will display to users.

3. In the Tab Order field, enter a numeric value.

   The Tab Order indicates the position, in menus, where this value will be listed. Lower numbered values are displayed toward the top of the list. Values will the same tab order will be sorted alphabetically.

4. Click ADD.

   The priority is added to the list in the yellow pane.

5. Modify any of the following values:

   • Priority – Enter a new value to change the name of the priority.
   • Tab Order – Enter a new value to change the priority's position in drop-down menus.
   • External Priority ID – Enter a value if this priority needs to be mapped to a priority ID in a third-party system.
   • SLA Response – Select a value to override the SLA response time defined for requests where this priority is selected. SLA response times are defined on the Property Request Types page.

   • SLA Response in Hours – Select Yes to convert an SLA Response value specified in days to a value specified in hours (the conversion occurs after the Update button is clicked).

     Since the system defines a day as 24 hours, this setting facilitates setting the appropriate SLA response time when you want to define an interval that is greater than 24 hours, but only count "business hours" in the interval. For example, if business hours are 9:00 am to 5:00 pm and you set this value to Yes and the SLA response time to 24 hours, the request would need to be responded to within 3 business days (24 / 8 = 3).

   • SLA Completion – Select a value to override the SLA completion time defined for requests where this priority is selected. SLA response times are defined on the Property Request Types page.

   • SLA Completion in Hours – Select Yes to convert an SLA Completion value specified in days to a value specified in hours (the conversion occurs after the Update button is clicked).

     Since the system defines a day as 24 hours, this setting facilitates setting the appropriate SLA completion time when you want to define an interval that is greater than 24 hours, but only count "business hours" in the interval. For example, if business hours are 9:00 am to 5:00 pm and you set this value to Yes and the SLA response time to 48 hours, the request would need to be completed within 6 business days (48 / 8 = 6).

   • Status – Select Active to make this priority active. Inactive priorities are kept in the system but are not displayed to users.
   • Override SLA Service Hours – Select Yes to override the SLA service hours defined for the property for requests where this priority is selected, using a 24-hour time frame and disregarding building hours. SLA service hours are defined on the Edit Property page.
   • Scheduled WOs Only – Select Yes to use this priority for scheduled work requests only.
   • Priority Level – If this priority is considered to be a high priority (regardless of the name of the priority), select High. The Request Feed page uses this value to determine whether a request is considered High priority. You can specify High priority for multiple priorities.
   • Emergency Escalation – Select Yes if emergency escalation notifications should be sent when work requests of this priority are unaddressed. For more information, see Emergency Escalation.
6. Click UPDATE.

You can delete a priority from a priority list if it has not been used on any work requests.

If a priority has been used but is no longer needed, you can edit it and make it inactive to prevent it from being displayed to users.

To delete a priority:

1. In the Priority List field, select the priority list containing the priority you want to delete.

   A list of the priorities appears at the bottom of the page.

2. Click the DEL button to the right of the priority you want to delete.

   A dialog box opens asking you to confirm your choice.

3. Click OK.

You can delete priority list if it is no longer needed or if it was created in error.

Before you delete a priority list, you must first delete all of the priorities in the list. If any of the priorities on the list have been used on work requests, they cannot be deleted, therefore the priority list cannot be deleted.

To delete a priority list:

1. In the Priority List field, select the priority list you want to delete.

   A list of all priorities in the list appears at the bottom of the page.

2. Click the DEL button to the right of every priority.

   You must remove all priorities from the list first.

3. Click the DELETE button at the top of the page.

   A dialog box opens asking you to confirm your choice.

4. Click OK.

The Other Options pane allows super administrators to propagate a priority list and its associated priorities to all properties in a region. Performing this function is equivalent to opening the Edit Property page and selecting this priority list for each property in the region.

To propagate a priority list to other properties:

1. In the Priority List field, select the priority list that you want to propagate to the region.
2. Open the Other Options pane.
3. In the To Region field, select the region containing the properties that should use this priority list.
4. Click ASSIGN.