Priority Manager profile example

Priority Manager profile example

The following steps within this helpfile illustrate how to create a Priority Manager profile for a simple "SLA breach approaching" scenario.

Scenario The helpdesk has an SLA that states that all jobs have a “To be completed by” date set in the job - all jobs should be resolved and closed by this date.  When jobs are approaching this date, they want to email the staff member that is assigned that job that the SLA is approaching.

Solution A Priority Manager profile will be created to “look for” jobs that are within 1 hour of the “To be completed by” date.  When such jobs are found