We'd like to lower the priority of tickets once the urgent situation is mitigated, but the concern is the # of urgent tickets will not be captured in reporting. For example, if a customer ticket is initially "urgent" because their system is down, we will lower the priority from "urgent" to "normal" once their system is back up. The ticket will then remain open in "normal" priority during the following investigation and until the issue is closed eventually. How can we lower the priority, but still be able to capture the # of urgent tickets that a customer submitted in history?
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