Working with Customers › How to Create and Manage Customers › Configure Customer Priorities and Labels

Configure Customer Priorities and Labels

You can optionally apply a priority that can determine escalation policy or alert queues. If an alert impacts multiple customers, the escalation policies on the higher priority customer are applied first. You can configure the customer priority while creating or editing your customer.

You can also assign a meaningful label to each priority level to represent your unique environment. For example, you can use labels such as Gold, Silver, and Bronze to represent the particular customer tiers. You could label customers with the highest priority (say, a value of 10) as "Gold", medium priority (say, a value of 5) as "Silver" and so on.

Additionally, if you do not need certain priority levels, you can disable them. For example, per your organization policy, you set only four priority levels. In this case, you can disable the remaining six priority levels to avoid any confusion when creating alert queue rules or defining escalation policy.

Follow these steps:

1. Open the Define Customer screen in the customer wizard either by creating a customer or editing a customer.
2. Click the configure priorities icon next to the Priority drop-down list.
3. Enter appropriate names in the priority level fields (for example, Normal in Priority Level 1 and Moderate in Priority Level 2).

   The values that you enter in these fields are represented as options for the corresponding priority levels in the Priority drop-down list.

4. Select the required Disable option for the priority level that you do not want to use.

   The disabled priority levels do not display as options in the Priority drop-down list.

5. Click OK.

   The customer priority is configured.

More information:

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