Can I automatically set priority on tickets for my SLA targets?
For a Service Level Agreement target to apply to a ticket, the priority of the ticket needs to be set first. Best practice suggests to make setting ticket priority a part of your workflow to ensure that targets are properly set and match the severity of the customer's issue. See Defining and using SLA policies for more information.
If the priority is not being set for tickets in some other way, business rules can be used in the account to ensure that this happens automatically. They can be customized to look for key words and set priority, or to just set all tickets at an even priority for the SLA target to apply.
To create a trigger that set priority for all tickets
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
- Click to add a trigger.
- Under Meet ALL of the following conditions add:
- Ticket > is > Created
- Priority > is > -
- Under Actions add:
- Priority > Normal
- Save the trigger.
Similarly, you can use other ticket fields to set priority on tickets, using the same method as above and customizing the trigger conditions to reflect your custom ticket fields. The trigger will then set the priority based on the value selected in the ticket field.
For other questions about the ticket priority field, see the articles below.