Question
When a ticket is assigned a priority, I can't change the priority back to the "-" priority setting. How can I do that?
Answer
The priority of a ticket can't be reset once it was already set. However, you can change the priority to another value. For more information, see About the inborn system ticket rules.
For other questions about the ticket priority field, see the articles below.
- How to set the ticket priority to normal when a ticket is created [Video]
- How to set the ticket priority based on a word or sentence [Video]
- How to set the ticket priority based on the support email address [Video]
- Can I automatically set priority on tickets for my SLA targets?
- Can I edit the priority field?
2 Comments
It does not make sense to us. The priority level shows Urgent, High, "Normal", Low, AND " - ".
first of all, Normal level is " - " (before assigning the priority), and Normal should not be the part of Priority as everything is normal or assign how high is the priority level'.
2nd, once the priority is assigned including "normal status", then what is the point of having " - ". ? we should be able to 'remove" the priority level.
The solution is to have us (the client) set their own priority levels. the best way is to introduce Color. or simply Numeric system. Maybe engineers are not looking into real-life situations. Hope they will consider this matter more seriously.
Hi, D. Tanigaki,
We would recommend creating a trigger that has conditions like:
Ticket is Created
Status is less than solved
and for the actions...
Priority is Normal
This way a ticket will always start at a normal priority and you can adjust from there. You can lower and increase the priority as your team sees fit.
I hope this is helpful!
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