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Priority & SLA at the portfolio level defines how urgent work is classified and how quickly it must be completed. Priority levels rank work orders by urgency. Service level agreements (SLAs) set response and completion targets for each priority. These rules apply consistently across all buildings so teams and vendors share the same expectations. SLA results appear on the portfolio dashboard and portfolio work orders views.

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View priority and SLA configuration

Open Priority & SLA from the portfolio sidebar to manage priority levels and SLA targets.
AssetOps Priority and SLA Configuration table with Priority, Description, Status, Response SLA, and Completion SLA columns and Add Priority button

The Priority and SLA table lists each priority with description, status, and SLA targets

The table includes: Use Reorder to change priority rank. Select + Add Priority to create a new level.

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Default priority

One priority can be marked Default. The default priority applies to new work orders when no priority is specified during creation.

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Create a priority level

Creating a priority uses a two-step flow: General info and SLA configuration.

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Step 1: General info

Create Priority Level modal step one General Info with Priority Name, Description, Color, and Default Priority toggle

Enter priority name, description, color, and default setting

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Field
required
Display name for the priority level, such as Critical, High, or Medium - Cleaning.
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Field
Optional notes for administrators, such as team ownership or internal priority codes.
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Dropdown
required
Color indicator shown on work orders and dashboards for this priority.
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Toggle
When enabled, auto-assigns this priority to new work orders when no priority is specified.
1

Select + Add Priority

On the Priority & SLA page, select + Add Priority.
2

Enter general info

Enter Priority name, Description, and Color. Enable Default priority if this level should apply when none is selected.
3

Continue

Select Next to open SLA configuration.

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Step 2: SLA configuration

Create Priority Level modal step two SLA Configuration with Response Time and Completion Time hour and minute fields

Set response time and completion time targets for the priority

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Field
Time to acknowledge and assign the work order. Enter hours and minutes.
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Field
Time to complete the work order. Enter hours and minutes.
If you skip SLA configuration, SLA status does not display for work orders with this priority.
1

Set response time

Enter the Response time in hours and minutes.
2

Set completion time

Enter the Completion time in hours and minutes.
3

Create the priority

Select Create to save the priority level. Select Back to change general info, or Cancel to exit without saving.

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Reorder priorities

Priority level determines rank when users sort or triage work. Lower level numbers represent higher urgency.
Reorder Priorities modal with drag handles showing Critical through Medium Cleaning with level numbers 1 through 7

Drag priorities to change their level order

1

Select Reorder

On the Priority & SLA page, select Reorder.
2

Drag priorities

Use the drag handle on each row to move priorities up or down.
3

Save

Select Save to apply the new order.

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Edit a priority level

Open the row menu on a priority and select Edit to update general info or SLA targets.
Priority and SLA table row with Edit menu open showing Response SLA and Completion SLA columns

Use the row menu to edit response and completion SLA values

You can change the name, description, color, default setting, status, and SLA times. Updates apply according to your organization’s rules for new and in-progress work orders.

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How priority and SLA affect work orders

Priority and SLA influence operations across AssetOps:
  • Work order creation — Users select a priority when they create or triage work. The default priority applies when none is chosen.
  • SLA tracking — Response and completion clocks compare elapsed time to configured targets.
  • Dashboards — Portfolio and building dashboards show SLA met, breached, and compliance metrics.
  • Routing — Combined with categories and routing & dispatch to route urgent work to the right teams.

Portfolio work orders

Track open work and SLA status across all buildings.

Portfolio dashboard

Monitor SLA met, breached, and compliance rate portfolio-wide.

Categories

Classify work orders for routing alongside priority rules.
Last modified on August 18, 2026