Priorities

The Priority field is used to rate Issues by importance or impact. Options for priority include:

• Maximum Priority—The number selected here defines the range or number of priorities available for Agents to select when creating an Issue.  Any number from 1—100 can be selected.  This defaults to the number assigned by the Workspace template.
• Default Priority—This is the default priority assigned when users create new Issues.  If, for example, 2 is selected, new Issues are created with a priority of 2 unless the Agent or an automated escalation rule changes it.  If words are assigned to the Issue, the corresponding word is the default (for example, Medium).

• Priority Words and Colors—Words and colors can be assigned to priorities. Rather than selecting 1, 2, 3, etc., Agents can select Urgent, High, Medium, etc.  If colors are selected, they are displayed on the FootPrints Homepage.  Words are assigned by the Workspace Setup Wizard.  To change the words, to add word for additional priorities, and to select colors, click the link called To link Priority numbers to words, and to color code Priorities, click here.
• Display Priority on Homepage—Determine whether a priority is displayed in the Priority column on the homepage list of issues. By displaying only the higher priorities or specialized priorities, those issues stand out more when an agent is viewing the list of issues on the homepage.
• Abbreviation—Specify the abbreviation to be used when a priority is displayed. For example, you might have a priority of Urgent displayed as "URG".

To map priority words and colors, specify which priorities are displayed on the homepage, or define an abbreviation:

1. Click the link called To link Priority numbers to words, and to color code Priorities, click here.  A pop-up window is displayed.  In the pop-up window there are input boxes for each priority level. 
2. Enter a word or phrase for each priority level that is blank, or change the existing word.
3. To select:

• Color—Select a color by clicking the word "Pick" next to the priority.  A color map is displayed from which you can select a color by clicking on it. The hex code for that color is displayed in the color box for the priority.
• Display Priority—To specify that a priority is displayed on the homepage, click the empty checkbox next to the priority. To turn off the display of a priority, click a populated checkbox next to the priority.
• Abbreviation—Type in the letters you want displayed in the Priority column on the homepage. If nothing is entered, the entire priority name is displayed.

4. Click GO to save your changes.  You are returned to the Workspace Options page.
5. After completing any activities you may be conducting on this page, enter your password and click GO at the bottom of the Workspace Options screen to activate them.