We've used WHD for several years and just made the jump to Service Desk. Our IT team is tiny- we don't escalate tickets- we just dog pile on them and get them resolved as soon as humanly possible, based on our institutional knowledge. So, in WHD, the client who creates the ticket would select a priority level and had the option of selecting a due date. Our IT team could override that if we felt it necessary. That doesn't appear to be a feature in Service Desk, at least not in the default build-out. I don't see why I need to build an automation - I just need an end user/requestor to tell me when they need their request resolved, or at least self-assign it a priority. Our IT team doesn't have time to delegate tickets or escalate or prioritize all of them, we rely on our users to give us a hint as to their urgency. We have no need to run metrics on our SLA, because our bosses don't care as long as we solve things in a timely manner. Am I crazy? I'm shocked there isn't a built-in way to do this from the requestor side.
