Can I automatically set priority on tickets for my SLA targets?
For an SLA target to apply to a ticket, set the priority of the ticket first. The best practice is to set ticket priority as a part of your workflow to ensure that targets are properly set and match the severity of the customer's issue. For more information, see the article: Defining SLA policies.
If the priority is not set for tickets in some other way, use business rules to ensure that this happens automatically. They can be customized to look for keywords 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
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Priority | Is | -
- Add the action below under Actions.
- Object > Ticket > Priority | Normal
- Click Create.
You can use other ticket fields to set priority on tickets using the same method as above, and customize 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: