Priority change permission for customer

Question

I am looking for it urgent if someone already done it :-

Customer wants to change the priority of the incident at any time. But right now there is no permission where customer can do it.

How to set up the permission for same, please help me with some example/steps.

Alex Gay · Answer

Once the 'ticket' has been created, a customer can not edit those fields.

You need to be a service desk agent to be able to change the priority, urgency and impact.

1. remark, do you want your customer to be able to change the prio once you are working on it?  Won't they all change the prio to the highest one?

What you could do is let them leave a comment why it should go faster.

Your service desk agent can decide if the reason is valuable or not and he can change the prio if needed.

sunita yadav · Answer

Hi Alex,

Thanks for your input, i have same kind of Automation.

I am getting here, how i need to set up the permission for customer to edit the impact and urgency.

Please suggest!

Best Regards

Sunita Yadav

Alex Gay · Answer

Depening your setup, the customer could change the impact or urgency.

If you setup an automation rule to setup the priority according to the selected impact and emergency the priority can be set.