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Web Help Desk (WHD)

Forum WHD - Default Priority

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WHD - Default Priority

gareth.williams over 9 years ago

Over the past month or so I've found that for each location setup in WHD, the default priority has changed to the highest level possible with no human intervention.

For example, Location A will have a default priority of 'Medium' but then the next day that default priority has changed to 'SYSTEM DOWN'

Has anybody else experienced this?

Gareth

0 peter.kruty over 9 years ago

Do you by chance have any Action Rule defined to change priorities?
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0 gareth.williams over 9 years ago in reply to peter.kruty

Hi Peter. No, I don't have any rules in place here.
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0 peter.kruty over 9 years ago in reply to gareth.williams

What do you have mentioned in history of the ticket? There should be details of the change. Do you have any?
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0 bemery over 9 years ago

Request Type vs. Location default priority conflict?
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0 gareth.williams over 9 years ago in reply to peter.kruty

Hi Peter,
This isn't impacting a particular ticket. When a new client location is set up in the Helpdesk, we set the ticket priority to for example 'Medium'. But at some point this is changing and all the tickets raised by the client come through as 'Urgent'. THis happens across 30+ locations set up and can be quite frustrating to go back and update again and again...
Looking at the history in a ticket tied to any location affected doesn't really tell me anything either. Just that the ticket has been raised initially as 'Urgent' priority.
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0 gareth.williams over 9 years ago in reply to bemery

Good point. I didn't think to check that.
Las, everything is appearing as 'Medium' priority so no conflict there.
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