Setting priorities
Your organisation starts with four priorities. Changing their names and hours is what sets the deadline every case is measured against.
A priority is a named service target, such as 24 hours. Giving a case one sets a deadline, and the time left against that deadline is what an analyst sorts their day by.
Your organisation starts with four, so the job is adjusting a list rather than building one. Do it before your first case: the hours you set here are the hours every case is measured against.
What you start with
| Name | Resolution time | Colour |
|---|---|---|
| P1 | 24 hours | Red |
| P2 | 3 days | Amber |
| P3 | 7 days | Grey |
| P4 | 14 days | Neutral |
Rename them to whatever your procedures call these levels, and change the hours to the targets you actually work to.
Choosing the default
One priority carries the Default badge and every new case opens with it. Make the default describe an ordinary case rather than a bad one: Cogentic applies it to everything, so a severe default puts every case on the clock at the same rate and the list stops separating urgent work from the rest.
An organisation with no default at all is allowed. New cases then arrive unprioritised, with no deadline and no countdown, until somebody gives them one.
Change a priority
Settings, then Priorities
- 1
Select Edit on the row, or Add priority for a new one
Both open the same form.
- 2
Set the Name and Resolution time (hours)
Cogentic shows the hours back in plain units, so 36 reads as 1 day 12 hours everywhere an analyst meets it.
- 3
Pick a Colour, and set Default priority for new cases if this is the default
Marking one as the default clears it from whichever priority held it before.
- 4
Select Save
The priority is available on a case immediately.
- 5
Put the row where you want it read
Use Move up and Move down, or drag the row. The order is the order analysts see in the picker on a case.
After you change a priority
A deadline runs from the moment the case was created, not from the moment somebody set its priority. Give a three-day-old case a 24-hour priority and it is overdue the second you save.
Changing a resolution time does not move deadlines Cogentic has already worked out. The new hours apply to cases created from now on, and to any case somebody re-prioritises afterwards. See what a case keeps from the day it ran.
- 2d remaining
- More than a day left
- 4h remaining
- Inside the last day
- Overdue
- The deadline has passed
- No SLA
- The case has no priority
A case with no priority reads No SLA and never counts down.
Archiving a priority
Select Archive on the row. Cogentic stops offering that priority on new cases, and cases already carrying it keep the priority they were given.
Cogentic will not archive the default, and it will not archive the last priority on the list. Move the default elsewhere first, or add a replacement before retiring the last one. You cannot edit an archived priority, so rename it before you archive it rather than after.
Related
Last checked against the product on .