# Call Priority

Escalation and agreement breach times can be calculated based on call priority (among other factors). By default, some sample priority names are already entered when your ASM System is installed. You can also define further priorities.

If your system is partitioned, you should create and define Call Impact, Call Urgency, Call Priority, and a Priority Matrix in each partition to ensure that calls logged via an incoming email account are allocated the correct Call Priority.

### Creating Priorities

{% hint style="info" %}

### Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

Ensure you are in the correct partition before applying the settings.

You must have **IPK Set Up** selected in the Admin tab of your **General Access Security Role** to configure the IPK management settings.
{% endhint %}

1. Select ≡ > **Admin** > **System Administration**.

   The System Administration window appears.

   In the Explorer pane, expand **IPK Management**.
2. Select **Call Priority** to open the window.
3. Select . A row is inserted in the browse table.
4. In the Name column, type the name of the priority you want to create. The maximum name length is 17 characters.
5. Select  to save the changes. Provide the Change Reasons if prompted to do so.

### Setting a Default

{% hint style="info" %}
If Impact-Urgency-Priority Derivation is selected in the IPK Settings window, default call priority will be derived from the Priority Matrix, overriding any default priority set here.
{% endhint %}

1. Select ≡ > **Admin** > **System Administration**.

   The System Administration window appears.

   In the Explorer pane, expand **IPK Management**.
2. Select **Call Priority** to open the window.
3. To assign one of the call priorities to be the default priority, select the checkbox in the Default field for the priority. You can adjust the column widths if required. Any call that is logged will have the priority set to the default value if the Analyst does not select a priority. Only one call priority can be checked as the default.
4. Select  to save the changes. Provide the Change Reasons if prompted to do so.

### Changing the Order of Priorities

1. Select ≡ > **Admin** > **System Administration**.

   The System Administration window appears.

   In the Explorer pane, expand **IPK Management**.
2. Select **Call Priority** to open the window.
3. Select a priority by highlighting it.
4. Select  or  to change its order in the table. This is the order in which the priorities will be displayed on the **Call Details** window.
5. Select  to save the changes. Provide the Change Reasons if prompted to do so.

### Deleting a Priority

### Before you start

{% hint style="info" %}
Ensure you are in the correct partition before applying the settings.

You cannot restore a deleted priority.

You cannot delete the default priority.

If you delete a priority that is used in the priority matrix, it will still appear in the matrix appended with an asterisk (\*).
{% endhint %}

1. Select ≡ > **Admin** > **System Administration**.

   The System Administration window appears.

   In the Explorer pane, expand **IPK Management**.
2. Select **Call Priority** to open the window.
3. Select the priority you want to delete by selecting in the relevant row.
4. If you attempt to delete the system default, you will receive a warning message.
5. Save the changes. Provide the Change Reasons if prompted to do so.


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