service request priority

In the SLA, the service desk manager can define specify up to five priority levels and define different workflows for each priority level. (PM SLAs have only one priority level.)

If the service desk manager has defined priority levels in the governing SLA, a requestor may have the option of entering the priority of their service request. For example, the requestor can specify that the request is urgent. In this case, the system enables the workflow for the Urgent priority level.