How to customize auto-prioritization rules

You can customize auto-prioritization rules, independently for each Service. When a Ticket is created or modified, Alloy Navigator will analyze the Ticket’s Service and Requester attributes and determine the established Service Level for the corresponding service.

To customize auto-prioritization rules, follow the steps below. This can be done in the Desktop App, or in the Web App.

  1. From the Sidebar, navigate to Service Management > Services.
  2. Double-click a Service. The Service dialog box opens.
  3. Under Levels, double-click the Service Level you want to customize. The Service Level dialog box opens.
  4. The following parameters define how the Priority, Response Date, and Due Date for this Service Levels are calculated:
    • Rank— the Service Level rank, which determines its position in the Service Level drop-down list in the SLA details dialog box.
    • Priority Calculation — the matrix of Priority levels for every combination of Urgency and Impact values.
    • Ticket Response and Resolutions Targets — the matrix of Response Time and Resolution Time values for every Priority. Alloy Navigator uses these values for calculating Tickets’ Response Date and Due Date.
    • Support Hours— the work calendar to use for calculating work hours.

      INFO: For details, see Administration Guide: Setting Up Work Calendars, Using Personal Work Calendars.

  5. Specify all parameters as needed then click OK to save your changes.

    NOTE: The Urgency, Impact, and Priority classifications may differ for each class of Tickets. Make sure to specify auto-calculation rules for each Service Level of your Services. Priority, Response Date, and Due Date for tickets will not be calculated if the associated Service Level has not auto-calculation rules.