Priorities

Every ticket has a priority. Priorities are shown as coloured labels on ticket lists and ticket pages, and can be used to route tickets and to pick an SLA rule.

A fresh install has three: High, low and Normal, with Normal as the default.

Open Flow → Priorities.

Column	What it shows
Title	Click it to edit the priority.
Overdue Type	Days or Hours.
Overdue interval in Days/Hours	How long before an unanswered ticket of this priority is marked overdue.
Public	A tick when customers can choose it.
Default	A tick on the default priority.
Color	The colour of its label.

Adding a priority

1. Click Add Priority.

2. Fill in the form (below).

3. Click Save Priority.

Field	What it does	Default
Title	The priority’s name. Required, up to 60 characters.
Color	The label colour. Pick it with the colour box or type a hex value such as #ee1d24. Required.	#00a650
Overdue Type	Whether Overdue interval counts Days or Hours.	Days
Overdue interval	How many days or hours an unanswered ticket of this priority may wait before it is marked overdue. See below.	5
Type	Public priorities are offered to customers on the ticket form. Private ones are only offered to staff and in the administrator.	Public
Default	Yes makes this the default priority, preselected on the ticket form. Only one priority is the default: saving one as default clears the others.	Yes
Status	Active or Disabled. Only active priorities are checked for overdue tickets. Disabled priorities are still offered on ticket forms.	Active

Caution

Default starts at Yes on a new priority. If you are adding a priority that should not be the default, set it to No before saving, or the new priority replaces your current default.

Overdue tickets

The help desk’s background job marks a ticket overdue when its priority is Active and the ticket:

• is open and has not been answered, and its last reply is older than the priority’s interval, or
• is still New (nobody has replied) and was created longer ago than the interval.

Closed tickets are never marked. A ticket with a due date is also marked overdue once the due date has passed and it is still unanswered.

The background job runs when someone opens a page of your site, at most once every 30 minutes (unless Run Background Tasks On Page Load is turned off in System → Settings), or on a schedule if you have set up the Joomla scheduled task JS Support Ticket: ticket maintenance (System → Manage → Scheduled Tasks).

Note

The three priorities a fresh install creates are saved as not active, and with no interval, so none of them marks tickets overdue until you edit each one, set an interval and Active, and save it.

Deleting a priority

Click the delete button in the list. The default priority, and any priority a ticket uses, cannot be deleted; you see “Priority has not been deleted.”