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Building Operations / On Demand Work / Service Desk Manager
Building Operations / Preventive Maintenance / Service Desk Manager

Define SLA Priorities

Note: This task applies only to On Demand and Preventive Maintenance users who have opted in to the Building Operations Console and SLA Console. See Opting in to Using the Building Operations Console

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 On Demand and Preventive Maintenance

You can set a priority level to be the default priority for PM or On Demand Work by completing the Is Default On Demand? 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 On Demand SLA. You can choose to set one priority as the default for both On Demand 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.