Archibus SaaS / Maintenance / Workflow
Maintenance / Corrective Maintenance / Service Desk Manager
Maintenance / Preventive Maintenance / Service Desk Manager

Define SLA Priorities

If you are working with the SLA Console, Service Desk Managers can create universal priority levels using the Service Desk Manager / Define SLA Priorities task, and then apply these priority labels when creating SLAs.

You can define any number of universal priority levels, but you can assign only up to five priority levels to a single SLA. The exception is PM SLAs which have a single priority.

SLA priorities are stored in the helpdesk_sla_priority table.

Default Priority Levels for Corrective Maintenance and Preventive Maintenance

You can set a priority level to be the default priority for PM or Corrective Maintenance by completing the Is Default Corrective Maintenance? and Is Default PM? fields. With default priority levels established, the default priority appears automatically in the SLA Console when you create a new PM or Corrective Maintenance SLA. You can choose to set one priority as the default for both Corrective Maintenance and PM. This is useful if your organization does not plan on using multiple SLA priorities, and wants to have all SLAs set to the same priority.

If you establish a default priority, you can still set additional priorities when working in the SLA console.