Priorities

Setting Priorities helps to handle tickets in order of importance.

Topics of this article:
Predefined Priorities
Add, Edit, Delete Priority

The following priorities are set up in SimpKo, but can be individually adjusted or even deleted:

• Low
• Normal
• High
• Critical

Add, Edit, Delete Priority

Go to Management >> Ticket Properties >> Priority.

Add, Edit Priority

• Add priority: Click on "New Priority".

  Edit existing priority: Click in the line of the priority to be edited or click on the edit icon (/home/irmi/Desktop/Downloads/check_circle.svg).

• Available Form fields:

  Name: Enter the desired name for the priority.
  Description: A description, for example when a ticket should receive this priority, can be added.
  Display Type: The display type defines how the priority is displayed (in ticket overviews and the ticket detail page):

  • Point marking: coloured marking with a dot & name of the priority
    • Colour: A desired colour can be selected by clicking on "Pick a coloor".
  • Star marking:
    • Number of Stars: Set the total number of stars to be displayed. Max. 10 stars are possible - the default number is 5.
    • Increment: Define the steps in which the importance should increase. The increase can be in whole or half steps. The default step size is 1.

  Importance Level: The importance defines the priority with a digit. In order to enable sorting and filtering according to priorities, the importance must be quantified. In addition, the importance for star marking defines the number of yellow-coloured stars.
  Active: For a priority to be available for ticket handling, it must be enabled. If you disable a priority, it remains in the tickets in which it was used, but is no longer available for selection.

• After creating/editing click on Save.

• In case of multiple Language Tabs: 'Name' and 'Description' of the priorities are to be entered for each language. The contents of the other form fields 'Display Type', Importance/Sort' and 'Active' are only saved once per priority.
  For more information on making ticket properties available in multiple languages, click here.

Delete Priority

Deleting a priority removes that priority from the system and also from existing tickets.

• To delete a desired priority, click on the delete icon () and then on Yes, Delete to confirm the deletion process.