> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/script-actions/priorities.md).

# Priorities

A priority is how urgent the work is, and it decides when someone will attend: an emergency within hours, a routine repair within weeks.

<figure><img src="/files/mWJICFXX5LQB9oGURCGq" alt="A priority open in the editor"><figcaption><p>A priority, with the code your housing system expects</p></figcaption></figure>

## What a priority carries

A **code**, which is what your housing system expects to receive, and a **name**, which is what appears in Keyfax. They are rarely the same, and the code is the one that must match.

## How a script chooses one

From the answers, not from the caller's own assessment. The same reported fault comes out as an emergency for a vulnerable tenant with no heating in December and as routine otherwise, because the script asked about the heating and about the household — and that is the argument for asking those questions at all.

Where more than one priority could apply, the script decides deliberately rather than leaving it to chance. Getting that wrong in the safe direction is expensive; getting it wrong in the other direction is worse.

## Keeping them in step

Priorities and response times usually mirror something your organisation has agreed elsewhere — a repairs policy, a set of service standards. When those change, these need changing too, and nothing in Keyfax will notice on your behalf.