Priority codes are used to process folders based on the designated color codes. The color is used to represent the priority associated with the folders in the inbox. This helps to decide its processing order without actually opening the folder. You can also sort the folders based on the priority code values. To create a new priority code, you need to enter the priority code name, complete time (the time span within which the workflow activities are to be completed), a brief description of the code, and the color code that you want to assign to the priority code.
Example of a priority code could be, "Critical," "Urgent," or "Routine" along with a corresponding number of days/hours in which the case must be processed. The higher the priority (importance), the shorter its turnaround time.
Navigate to Settings > Setup > Priority Codes. Here you will be able to view the previously created priority codes.
NOTE: These priority codes will then be available for association to your case types in Settings > Application Management > Case Type Permissions.
Creating a New Priority Code
Navigate to Settings > Setup > Priority Codes > New. You will need to enter the following information:
Field | Description |
Priority Code | Name of the priority. For example, “High”, “Medium”, “Low”. |
Days for Response Due Date | The number of days before a response is due. |
Days for Secondary Due Date | The number of days before a second response is due. |
Description | A brief explanation of the priority code. |
Color | The color you wish to associate this priority code to. |
Active | By default new priority codes will be Active. To make a priority code Inactive, simply uncheck the check box. |
Editing a Priority Code
Navigate to Settings > Setup > Priority Codes > [Select Priority Code] > Edit.
You will then be able to edit the Priority Code, Days for Response Due Date, Days for Secondary Due Date, Description, Color, and make the priority code Active or Inactive.