Assign Priority
Assign Priority “assigns a priority based on the impact and urgency described”. It reads the ticket’s summary, description and context, and chooses one of your ConnectWise priorities. To use it, tick Assign Priority on a board (how). You need the Admin access level.
What it changes
Section titled “What it changes”The ticket’s Priority, to one of your ConnectWise priorities. What it may choose depends on the priority the ticket arrived with:
| The ticket arrived with | Assign Priority may choose |
|---|---|
| Your default priority, or a placeholder priority | Any of your priorities, more or less urgent, including an emergency priority. |
| Any other priority, set by a person or by a rule such as a board default, a template or a workflow | The same priority or a more urgent one. It never lowers it on its own judgement. |
A priority your instructions decide is the exception: when your Assign Priority instructions apply to the board and an instruction decides the outcome, it may choose a less urgent priority, or one such as “No SLA”. An instruction can also hold a raise back, for example by capping one company’s tickets.
How urgent each priority is comes from your ConnectWise priorities: their sort order first, then a number in the name, then their level (Critical, High, Medium, Low). Every choice is checked against that order before it is applied.
When it does nothing
Section titled “When it does nothing”- The priority already fits the ticket.
- Its judgement is that the ticket needs a less urgent priority than one someone set, and no instruction decides it.
- Your ConnectWise has no default priority.
- With no Assign Priority instructions for the board, the ticket arrived on a chosen priority that is already your most urgent, or on one that does not denote urgency (no level, and no number or word such as Emergency, High or Low in its name). No AI call is made then.
- In Live, a technician changed the priority after the ticket arrived. The note says it was left as it was.
In the note
Section titled “In the note”The note’s first line lists Priority → new priority, and its bullet gives the previous and new priority with the reason. When it raised a priority someone set, the bullet says it was “raised from” that priority, “as set on the ticket”. When the ticket was judged an emergency, it says “Judged an emergency.” When your instructions decided it, it says so, without quoting them.
Steer it with instructions
Section titled “Steer it with instructions”Write instructions for Assign Priority on Global Instructions or on the board (how). For example:
- “Hardware failures affecting multiple users should normally receive a higher priority than individual application issues.”
- “Never assign a priority higher than Urgent Response.”
- “Set all tickets from company ACME no higher than Priority 4.”
Assign Priority is given the ticket’s summary, description, current priority, your priority list and the ticket’s context (company, contact, board, agreement, SLA and so on, by name). It is not given the date or time, the ticket’s status or owner, or other tickets, so “after 5pm” or “if the customer has three open tickets” cannot work.