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Corrective Maintenance / Service Desk Manager / Manage Service Level Agreements
Preventive Maintenance / Service Desk Manager / Manage Service Level Agreements

Setting Priority Levels for Corrective Maintenance and PM Work Requests

Optionally, a request can have a priority level, such as High, Medium, Low, Emergency, or Non-Emergency.

For each priority level, you can assign a unique set of response procedures. Thus, similar requests that vary in priority level can have entirely different responses, with different service providers, different approval routings, and so forth. For example, the SLA governing an installation request with a priority of Urgent can define a different workflow than does an SLA for a an installation request with a priority of Routine.

When a request is made from Workplace or mobile apps, the priority defaults to 1.

Preventive Maintenance Priority Levels

PM SLAs have a single priority; on the SLA Console, the Add Priority Option button does not appear for PM SLAs.

Ways to Use Priority Levels for Corrective Maintenance

There are a few ways to set up priority levels:

Procedure: Let the User Choose Priority

You define priorities as part of Step 1 - Request accessed by clicking Add New SLA, and then selecting Edit Details from the quick action pop-up form that appears.

To specify priorities:

  1. Prerequisite: Define priorities and indicated if they are the default priority with the Define SLA Priorities task. The values you set with this task are what you choose from in the Add Priority Option field, below.
  2. Access the Manage Service Level Agreements task, and on the Step 1 - Requests form, select Client Choose Priority and select the Add Priority Option button.

  3. Choose one of the existing priorities that you defined with the Define SLA Priorities task. Repeat for as many priorities you want to offer. For example, in the above image two priorities (Routine and Emergency) have been established. For each priority you add, you will establish a unique workflow.
  4. To enable the requestor to select a priority, select the Client Choose Priority check box. This means that the requestor will see all priorities and will be able to select one.
  5. Click Proceed to Next Step.

    The Step 2 - Workflow step appears. When you define multiple priorities, the Step 2 - Workflow form will have a separate tab for each priority you added, so that you can define a different workflow for each for each priority.

 

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