Set a job priority before dispatch: 3 fields

• In Dynamics 365 Field Service, a number from 1 through 10 defines the level of importance of the priority, according to Microsoft.
• The documentation provides a specific example where an urgent priority corresponds to a level of importance of 10, according to Microsoft.
• When entering job details in the system, the guidance explicitly warns against setting all jobs as High or Urgent, according to ServiceTitan.
• In the Configure Business Rules context, the priority of an activity is defined by selecting a specific property, according to Oracle.
• Do not apply the highest label to every task on the schedule.

Priority records help dispatchers distinguish a job's priority while they manage the schedule, according to Microsoft.

The goal is to make the urgent job visible on the board without cluttering the schedule. You need a clear label that separates the next job from the rest of the day's work. This label should come from the specific system you use for dispatch. See Field Service Work Order Checklist for Dispatch Handoffs. Do not mix a number from one tool with a label from another on the same screen.

Check the settings screen for the exact field that holds this information. Some systems use a numeric scale, while others use text labels. The key is consistency. If your board shows a number, use that number. If it shows a word, use that word. The purpose is to help you see which job needs attention first. See Work order statuses: 6 words to check at dispatch.

When configuring work orders in Dynamics 365 Field Service, the system provides two distinct numeric fields that serve different purposes within the priority definition. Understanding the specific range and function of each field prevents confusion when setting up the schedule board. The documentation for "Define priorities for work orders - Dynamics 365 Field Service" outlines these separate inputs clearly.

The first field is labeled "Level of Importance." You choose a number from 1 through 10 to define the level of importance of the priority, according to Microsoft. For example, for an urgent priority, set the level of importance to 10, according to Microsoft.

The second field is labeled "Priority Value." You specify a number from 1 through 100 for this field, according to Microsoft. This is a separate numeric input from the Level of Importance. While the Level of Importance uses a 1-to-10 scale, the Priority Value allows for a broader range of 1 to 100. These two numbers are not interchangeable; they represent different aspects of the priority definition.

The visual representation of these priorities on the schedule board is tied to the priority color. This color is used for the outline of the resource booking's time slot on the schedule board, according to Microsoft. This visual cue helps distinguish jobs on the board.

To set up a priority correctly, you must address both numeric fields. Select the Level of Importance from the 1-to-10 range first. Then, specify the Priority Value from the 1-to-100 range. Do not mix these scales.

When you set the priority level for a job, be sure not to set all of them as High or Urgent, according to ServiceTitan. The guidance on the "Enter job details" page warns that if all jobs are set to High or Urgent, the ones that are genuinely High or Urgent priority will not stand out from the others, according to ServiceTitan. This loss of visual distinction makes it difficult to identify which tasks actually require immediate attention on the board.

If every item on your schedule carries the same top-level label, the board loses its ability to signal true urgency. The specific risk is that genuinely critical jobs blend into the background of other high-priority tasks.

To maintain a functional dispatch board, you must reserve the highest priority labels for jobs that truly meet that threshold. Using the top label for routine work dilutes the meaning of the label itself. The instruction is clear: do not mark all urgent, according to ServiceTitan.

Review your current board and identify which jobs are currently labeled High or Urgent. Ask yourself if each of those jobs would genuinely stand out if the rest of the board were not all High or Urgent. If the answer is no, you are likely overusing the high-priority labels. The goal is to ensure that the few jobs that are truly urgent remain visually distinct from the rest of the workload, according to ServiceTitan.

Different platforms use different mechanisms to flag which work needs attention, and mixing these up can clutter your board. Once a Job Tag is assigned in Housecall Pro, you can generate reports based on specific project stages or priority levels, according to Housecall Pro. It is important to note that customers will not be able to see the tags, according to Housecall Pro. This keeps the internal operational details separate from the customer-facing experience.

In Oracle's field service configuration, the approach uses specific properties to define how work is handled. You select the property that defines the priority of an activity, according to Oracle. This property is used to prioritize activities for self-assignment on the map, according to Oracle. An activity property might qualify the activity as normal, according to Oracle. The priority property is a distinct setting from other configuration options on the same page.

A common point of confusion is the retention setting found on the same Oracle configuration page. You can set a value between 1 and 90 days, according to Oracle. This setting controls how long activity data is retained, not how urgent a job is. Do not treat this 1-to-90-day range as a priority level or a deadline for job completion. It is a data retention parameter, separate from the activity priority property. Keeping these two settings distinct prevents misinterpretation of what the numbers represent. The 90-day maximum is a limit on data storage duration, not a measure of job importance.

When setting up your board, ensure you are using the correct field for each platform. If you are using Housecall Pro, assign the appropriate job tag to enable reporting on priority levels. If you are using Oracle, configure the activity priority property to influence self-assignment. Do not apply the retention days setting as a priority indicator. Each system has its own documented method for flagging urgent work. Use the specific fields provided by each platform to maintain accurate dispatch visibility. This ensures that the urgent jobs remain visible on the board without mixing unrelated settings.

The table below lists the documented priority fields and limits for each publisher, using only the supplied facts. Each row names the publisher and cites the source where the field is described.

Use the table to confirm which specific field your board uses before you label the next job.

Write the line before the truck rolls. A dispatcher fills one line for a leaking pipe under a sink. The priority label is 10, the figure used for an urgent priority on a 1 through 10 level of importance. The source column names the board field that already shows that label. A later visit is marked 1 so the urgent job still stands out on the board. Priority value stays separate, here 100, and is not written in the label column. The 90-day figure stays off the line because it does not rank the job.

Use the line below to record the label or number for your next job. Keep the source of the label clear so the board reflects the specific scale your team uses. Do not mix a number from one system with a label from another on the same line.

Record today's next job on the blank line with the job, the board's own number or word, and the source of that label.

What does level of importance 10 mean on the Microsoft page?

For an urgent priority, set the level of importance to 10, according to Microsoft. This specific value serves as the documented example for the highest urgency within the 1 through 10 scale for that field.

What is priority value used for?

The priority value is a field where you specify a number from 1 through 100, according to Microsoft. It is a distinct numeric input separate from the level of importance scale.

What happens if every ServiceTitan job is Urgent?

If all jobs are set to High or Urgent, the ones that are genuinely High or Urgent priority will not stand out from the others, according to ServiceTitan. This makes it difficult to distinguish truly critical tasks from the rest of the schedule.

Can the customer see a Housecall Pro tag?

Customers will not be able to see the tags, according to Housecall Pro. These labels are for internal organizational use and do not appear in the customer-facing view.

Is Oracle's 90-day setting a priority?

This setting controls how long activity records are kept, not the priority level of a job. You can set a value between 1 and 90 days for activity retention, according to Oracle. Do not confuse this retention period with a deadline or urgency indicator.