Priorities tell the service desk how urgently a ticket should be treated. InfraCue includes a basic L1-L4 starting point that you can rename to match your service policy. Priority decides which SLA target applies, so it is usually the field that determines whether a ticket breaches its SLA.
Recommended operating model
| Priority | Use it for |
|---|---|
| L1 / Critical | Business-stopping or wide-impact incidents. |
| L2 / High | Important work blocked for an individual or team. |
| L3 / Medium | Standard incidents and service requests. |
| L4 / Low | Planned, low-impact or informational work. |
After changing a priority, review its SLA rule and assignment expectations.