Priority Levels
How priority levels work, who can set them, and how they affect response and resolution targets.
Priority is an optional feature — your organization may or may not use it. If your account doesn't show priority on requests, your organization hasn't enabled it.
Who sets priority
You won't choose a priority when you submit a request. Priority is assigned afterward by facilities staff with the right permissions, typically during triage or assignment. If it changes, you'll see the update reflected on your request.
What priority levels mean
Priority levels are defined per organization, so the exact names and targets you see may differ from what's listed here. Out of the box, most organizations start with these five:
| Level | Typical use | Response target | Resolution target |
|---|---|---|---|
| Not Prioritized | Default when no priority has been set yet | 30 days | 30 days |
| Low | No immediate impact on operations | 14 days | 14 days |
| Medium | Standard priority for most requests | 1 day | 1 day |
| High | Significant impact; should be addressed promptly | 12 hours | 12 hours |
| Urgent | Safety or operational emergency | 6 hours | 6 hours |
Each level carries two targets:
- Response target — how quickly a request at this priority is expected to get a first response.
- Resolution target — how quickly it's expected to be resolved.
Time spent with a request On Hold is excluded from the resolution target once the request is resolved. It doesn't affect the response target, and the countdown you see while a request is still open isn't adjusted for hold time.
Your organization can rename these levels, adjust the targets, add levels, or remove them entirely, so treat the table above as a starting point rather than a fixed list.