Changes to Priority Status

3 Comments

  • McCabe Tonna

    this really depends on your views. 

    You could always have an automation to bump priority if ticket has been at X priority for Y time. 

    0
  • Terry Ferris

    I would definitely be interested in that as a work around. Is it possible to have it escalate the priority from low to Normal in say 10 minutes or less? Would you be able to provide guidance on how to enable this?

    0
  • McCabe Tonna

    This would be an automation, but it'd occur ~1hour after creation

    If ticket priority is low

    AND Status less than solved

    AND Hours since created (calendar) is 1

    Then

    Priority is normal

     

    If you want something more instant

     

    Trigger

    ALL: Priority is Low

    ANY: ticket is updated

    OR: Ticket is created

    Then Priority is Normal

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