Setting Incident priority to Medium as default

  • 15 August 2018
  • 1 reply

I am pulling my hair out trying to work out how to set the default incident priority to Medium. Support have told me to create a workflow to change it at creation but by doing this is sets all newly raised incidents to Medium regardless of what the agent sets or what rules you put in place. I am not sure if this is a bug or by design by its incredibly frustrating.

Has anyone been able to overcome this?

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1 reply

Userlevel 1

Hi Williams,

Sorry that we weren't able to provide a solution. Can you please try modifying the Workflow with the below condition?

Event -> Ticket is Raised

Condition -> Ticket Type is Incident & Source is not Phone   (Match all of the below option should be selected) 

Action -> Set ticket status to Medium.

The above condition will work for all the Tickets except for the ones created by Agent(Where he sets the priority).

Hope you find this helpful.