Using Priority Codes to Set Job SLA Dates

Priority codes help streamline job creation by automatically setting SLA dates based on predefined timeframes. This ensures consistency across your organisation and improves SLA reporting accuracy.

Reviewing and Editing Priority Codes

1. Click the WP logo.

2. Select Preferences.

3. Click Priority Codes (SLA Codes).

You'll see the default priority codes:

• Immediate

• Routine

• Urgent

• Emergency

Each priority code has a Complete Within value, which determines how quickly jobs assigned that priority should be completed.

Configure Timeframes

Timeframes can be set in:

• Hours

• Days

This allows you to tailor SLA targets to your business requirements.

Set a Default Priority Code

The Default option determines which priority code is automatically selected whenever a new job is created.

To update a priority code:

1. Click the Edit icon beside the required priority code.

2. Amend the completion timeframe as required.

3. Tick Default if you want this code automatically applied to new jobs.

4. Click Update to save your changes.

Example

If the Routine priority is currently set to 21 days, but your organisation works to a shorter timescale, you could:

• Change the time frame to 3 days

• Set Routine as the default priority code

• Save the changes

Any new job created will now default to a 3-day SLA period.

Creating a Job Using Priority Codes

1. Open the Jobs tile.

2. Click Add Job.

3. Complete the required job information:

   • Group

   • Client

   • Site

   • Job Title

   • Job Description

   • Estimated Hours

   • Job Type

4. Select a Priority Code.

If a default priority code has been configured, it will already be selected.

Automatic SLA Calculation

When a priority code is selected, WorkPal automatically calculates the SLA date based on the configured time frame.

Example

If:

• Today's date is 17 September

• The selected priority code is Routine

• Routine is configured for 3 days

The SLA date will automatically populate as 20 September.

Changing the priority code will immediately recalculate the SLA date.

For example:

• Immediate = Today's date

• Routine = 3 days from today

Finalising the Job

1. Enter the scheduled start date.

2. Enter the scheduled end date.

3. Click Create.

To assign the job to a user:

1. Open the newly created job.

2. Click Manage.

3. Assign the required user.

Benefits of Using Priority Codes

Using priority codes consistently can help to:

• Speed up job creation

• Achieve SLA targets

• Improve scheduling accuracy

• Produce clearer SLA reporting

• Measure performance against agreed response times

Maintaining accurate priority codes ensures SLA reports are meaningful and provides better visibility of jobs completed within target timescales.

Need a Hand?

Priority Codes help you control job urgency, response targets, and service expectations across your organisation. If you need assistance creating, editing, or applying Priority Codes, our Support Team is here to help.

📞 028 9344 5660
📧 support@workpal.com
🌐 www.workpal.app