--- title: Registering Service Request Priority slug: helium-en/registering-service-request-priority description: Optimize your service request process with the Service Request Priority functionality. Set a priority matrix to calculate attendance time based on request importance and needed action. Easily add, change, or delete priorities for a seamless workflow. Ensu createdAt: 2021-10-19T01:13:52.000Z --- The Service Request Priority functionality allows setting the priority matrix to dynamically calculate the attendance time (SLA) of the service request. The priority will be used to identify the relative importance of the service request and to identify the time required for appropriate action to be taken. This feature provides a variety of actions, such as including, changing, and deleting a service request priority. ## Before getting started - [x] To register a service request priority, it is necessary to set the **parameter 104** with the value "**Y**". ## Procedure 1. Access the functionality Service Request Priority through the main menu `Processes > Portfolio and Catalog Management > Service Request Priority`; 2. Complete all mandatory fields to Impact, click on "**Save Impact**"; 3. Complete all mandatory fields to Emergency, click on "**Save Urgency**"; 4. Complete all mandatory fields to the Priority Matrix, click on "**Save Priority Matrix**". :::hint{type="success"} ✅ **Rule:** Note that after registering the priority matrix, when registering a service request, the time of attendance (SLA) will be established according to the level of impact and urgency entered, being considered the priority matrix. Remember that for this to happen, the parameter must be **enabled**. :::