Priorities in Znuny

Priorities in Znuny#

In Znuny, priorities determine the urgency and importance of a ticket. They aid agents enhancing the ticket with a visual cue (color) about critical issues.

Features of the Priorities

  • Defines the level of urgency for an issues.

  • Act an an enhancement to the assigned SLA (Service Level Agreements) enforcement, or queue assigned escalation times.

  • Each ticket has one priority at a time, but it can be changed by agents based on circumstances.

Default Priorities#

Priorities can be added or modified as needed. As usual it’s not possible to remove this type of entity for auditing pur.

Znuny comes with five default priorities:

Priority Name

Description

Standard Color

1 very low

Non-urgent, informational tickets.

#03C4F0

2 low

Minor issues, feature requests.

#83BFC8

3 normal

Standard customer requests (default).

#CDCDCD

4 high

Urgent issues that need quick attention.

#FFAAAA

5 very high

Critical incidents that must be resolved immediately.

#FF505E

Note

These priorities can be renamed, reordered, or customized based on business needs.

Affect Ticket Processing#

Sorting and Filtering

  • Agents can sort tickets by priority in overviews.

  • Agents can search for tickets by priority.

Workflow Automation

  • Administrators can trigger events, based on specific priorities. - Priority change - Notifications - Web service events

Changing Priorities in Znuny#

  1. Manually by Agents

  • Select Priority from the ticket action menu.

  • Select the priority in at ticket creation or in any other screen where configured.

  1. Automatically via Triggers

  • Generic Agents

  • Web Service Request or Invoker Responses

  • Process Management Activity Dialogs

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