A.9. Priority

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Priority represents the relative importance of a ticket. It is stored as a number from 0 to 99, with 99 generally being the highest priority. The difference between 25, 50, and 75 may vary from organization to organization, but there should be an organizational policy, or every ticket will get rated 99 by anxious users.

In addition to priority, a ticket can have an initial priority or a final priority. By setting either of these values, you can make a ticket's priority increase or decrease as its due date draws closer. Thus, the priority of a ticket is its current priority, which may or may not be equal to the initial or final priority.

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    RT Essentials
    RT Essentials
    ISBN: 0596006683
    EAN: 2147483647
    Year: 2005
    Pages: 166

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