Priority

	High Priority
	Normal Priority
	Low Priority

Definition:
Priorities are used to categorize tickets into three classes: Low, Normal, and High. These categories help employees manage and resolve tickets based on their urgency.

Behavior:

• Tickets are usually assigned a priority of Normal, as this is the default setting in ticket creation flows.
• The priority of tickets can be defined in ticket creation flows, where settings determine the default priority level assigned after ticket creation.
• Logged-in employees can change the priority of a ticket at any time, based on its importance or urgency.
• Tickets can be filtered by their priority to help employees focus on specific categories of service cases.
• Code users cannot see the priority assigned to their tickets.

Purpose:

• Helps employees prioritize tasks effectively, ensuring critical issues are addressed first.
• Provides a structured way to organize and manage service cases efficiently.