Bevis Hungate

Chandra, out of interest, would you be willing to share how you achieve this currently?

Hi Chandra - thanks for your comment.  I just happened to watch your stuck ticket/SLA video on YouTube - funny coincidence!  

The explanation turned out to be quite simply actually - isn't that always the way.  It turns out you can't set Priority to "-" if it's previously been set to 'High', but you can set it to 'Normal', so that's what we're now doing and it's working fine.  Phew.

I have a trigger as below:

and

It works fine, but not perfectly because it's looking for certain words to make a ticket high priority.  Here's the thing: when I change priority from "High" down to "-" and submit the ticket, it flips back to High again.  Any ideas how can I stop this happening?