Allow users to select priority after answering questions

Jake McAuley

Hello,

We have been asked by the business to allow users to select the priority when raising a ticket on the service desk. We are worried that users may easily abuse this and always select a higher priority than necessary.

Is it possible that when selecting a priority we could ask 3 questions to help determine a priority? The user will then still have the ability to change the priority but at least we have tried to influence their decision.  

 

Walter Buggenhout

Yes, you can. Have a look at this article, which uses a combination of impact and urgency to determine priority automatically.