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Each Service Catalog Item should be able to have a priority set to that request. For example, a Password Reset may be a medium priority, while a software upgrade might be a low priority. Right now, the only way to set this priority is to have a step in the process to set the priority. However, this is not ideal for a…
Align the Priority field with ITIL standards by making the Priority Levels - P1, P2, P3, P4, P5 Some sort of customization to the field outside of creating a custom field/adding it via dynamic form rules.
It would be nice to assign priorities to SLAs. Right now I'm trying to create 2 SLAs: * For Incidents, must assign within 30 minutes * For Incidents from Voicemail (A specific user / domain), must assign within 90 minutes* We have voicemail to email setup, so emails to the helpdesk from that system are voicemail tickets As…
Having an option to customize priority of ticket. Under Global Settings > Service Desk Settings. Settings available
I am an IT Manager for our school system, and am currently creating a custom dashboard for out technician team to more efficiently prioritize tickets and plan for our days. I like the module for 'Incidents by Priority', but would love the ability to change the color labels for the Low, Medium, High, and Critical priority…
If incident priority field was an allowed Scope selection for setting Permission Restrictions within Roles, one could create an Incident Priority of "Confidential" which could then be used to restrict access & visibility of certain incident/requests to only those technicians who need to know/work the tickets. Again, adding…
Hi, I was trying to create a service catalogue with a field called "Date Needed". I wanted to set the priority to high if the date needed field is the same date as when the request was created. I checked with support and they said this is not possible hence thought it would be useful to be added as a feature. Or, correct…
Customer would like to add description as per the priority selected by their customers, to make them aware of the priority's description or significance, on the incidents creation page/screen. Also, they would like the option to change the priority names especially the "critical" priority name.
This may be something simple. We have 5 priority types, and when creating a new ticket all are available to select. Once created, we are unable to change the priority. Clicking into it displays only the current priority. I created a new permission (First Line) last week and put my first line techs in there. This permission…
Currently the call priorities are fixed with None, Low, Medium, High and Critical. It would be nice to have the option to rename from the defaults but also disable those we aren't using, it would help us streamline assigning SLAs as High/Critical are generally treated as the same. For example we like to have None, Low,…
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