When you raise a new ticket, or edit an existing ticket, one of the elements that must be set is the priority of the ticket

By default, the priority is set to low – this should be changed when it is appropriate for a ticket

The priority is used to determine when a ticket is due to be completed

All tickets need to have a priority, as the backend system uses this in calculations – however there is an option for “no priority” which is actually a priority that has a SLA to be resolved in 9999 days

In the Xstra menu (on the right-hand side of XCRM), under company defaults, there is a button for SLA Defaults

This is where priorities can be viewed and edited

Since there are processes that depend on these priorities, they cannot be added to or deleted from in this menu

Last modified: Oct 13, 2020


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