Priority  defines the importance of cases.  Priority is used when logging cases in helpdesk . It indicates how urgent the case is and allow users to work on the case accordingly.    

Users can configure the "Hours" allowed to complete a case by priority. The system will automatically calculate the "Follow Up"date and time based on the configured "Time To Complete". When this time exceeds, the case is considered overdue.

Steps to create a Priority:

1. Click on the "Green Plus Sign". This will open the "Edit Form".
2. Enter the "Description" for the priority.
3. "Display Order" determines the display order of the list where the priority is used
4. Delete will mark a record as deleted.
1. Deleted records will not appear in any lookups.
2. Edit the record and "Un-tick" delete to activate a record.
5. Click on the "Grey Arrow" to expand into the details
1. "Time To Complete" - Enter the hours allowed to complete tasks.
2. Add "Notes and Attachments ".

Figure 1: Priority