Skip to main content

Helpdesk Ticket Priorities

Summary​

The fixed priority-level vocabulary is Low, Medium, High and Critical. A tenant priority record combines its name with a level and numeric rank and may scope an SLA policy.

Audience​

Employees, helpdesk administrators, product owners, QA and support.

Business Purpose​

Communicate relative urgency and enable target-date selection and operational grouping.

Actors​

Administrators configure priority records; requesters choose one; agents interpret urgency; SLA and reports consume it.

Business Process​

The service lists and creates priority records. Ticket creation verifies the referenced priority and searches active Resolution policies using its identifier.

Responsibilities​

Business owners should define objective selection guidance. Administrators should maintain rank consistency. Agents should validate self-selected urgency operationally.

Business Rules​

Priority name is required and unique per tenant, with an 80-character storage limit. Level must be one of the four values. Rank is indexed but no source-backed uniqueness or numeric-bound validation was found.

Integrations​

Priority feeds SLA-policy matching, lifecycle event snapshots, ticket filters and report grouping.

Limitations​

No verified impact/urgency matrix, automatic priority derivation, approval for Critical, update/deactivation behavior or priority administration screen exists. Development seed targets are examples only.

Requires Confirmation​

Production definitions, ranks, user eligibility to select Critical and tenant-specific target policy require confirmation.

Source References​

  • microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs
  • microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs
  • microservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.cs
  • microservices/src/helpdesk-service/Infrastructure/DevelopmentSeeder.cs

Reference Content​

The four levels, rank, tenant record and SLA-policy relationship above are the verified priority reference.

See Also​

Keywords​

Ticket priority, urgency, rank, Low, Medium, High, Critical.

Revision Information​

Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.