It'd be really useful if we were able to rename the possible priorities.
Clients see the word 'urgent' and raise everything with that priority (Because all tickets are urgent!)
If we could rename the priorities to conform with our SLA terms would save us a lot of headaches.
I've seen the posts requesting the ability to add/remove/edit priorities and it seems this would be very difficult to do, so I would like to second John's suggestion above, if we could simply change the text displayed for the 4 priorities it would help somewhat.
so what i would like to see is the ability to add in or change the priority name in line with more ITIL terminology at the moment it is high medium and low
i would like to change this to P1 P2 P3 P4 and possibly even P5
you can see here that there is an additional level of Low priority which i would like to actually define ( as part of the priority matrix and as defined it should be used separately
but to be able to change the name of the fields ( high medium and low) should not be too difficult surely? especially as this is what will align with your customers working practices ( IE us )
it could be that im wrong here and this is possible but i can not see how
Ditto - I'd much prefer to use: Critical, Urgent, Important, Routine in place of Urgent, High, Medium, Low.
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