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Service Desk - Priority name that should be visible to Customer ?

DeepakMurugesan

is there a way we could assign an additional priotity type "Blocker" just on the internal Service Desk? Example: a customer may rate a problem "Critical", but we internally may then "upgrade" this to a "blocker". Customer shouldnt be able to choose "Blocker" in his customer portal, though

Similar to Workflow status, where we can rename the status , so if is different on portal but internally it is different

Accepted answers

Fahad Siddiqui_ihrjma

@DeepakMurugesan the best way would be to create a Priority Scheme and make the blocker as default for that issue type.

All comments

Fahad Siddiqui_ihrjma

@DeepakMurugesan the best way would be to create a Priority Scheme and make the blocker as default for that issue type.

DeepakMurugesan

Maybe there is a misunderstanding of my requirement.

My expected setting is,

1. Customer sees only 3 Priority values (low , med , high)

2. But internal team can upgrade the Priority high to blocker. so internally it is seen as blocker and for customer it is shown as high.

3. Ideally you have 4 priorities , but only 3 are visible in customer portal

Is this possible ?

Fahad Siddiqui_ihrjma

@DeepakMurugesan this can be done through script runner under behavior section

DeepakMurugesan

That is good to know @Fahad Siddiqui . can you kindly guide me with the steps or resources of setting up the script runner ? I am not well versed it

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