set up priority required not only to solve ticket (for agent only)



  • Andrew J
    Community Moderator

    The only option I am aware of for this is to loop the ticket back to the updating agent or move back to open, unassigned if they fail to set priority.
    You can do this with a trigger.
    Priority is -
    Ticket is updated
    User is agent

    Status open
    Assignee current user

    You could also use a target to add a private comment on the request to let them know why this happened, trigger an email etc.
    Hope this helps


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