Setting default Priority for new tickets

I found a article that said to go to RequestType>>RequestItem>>EditFields

Hide the Priority attribute to get access to set the default priority. When I do that and users create a ticket, the Priority attribute value is not what I set it to. How do I fix that?

2 answers

1 votes
Susan Hauth Community Champion Aug 17, 2017

Hi Michael,

Make the priority field "required".  And then hide it from the screen.  That will then ensure that the priority will take your set value.


0 votes
Susan Hauth Community Champion Aug 16, 2017

Hi Michael,

Is Priority a required field?  Do you  have a screen shot of request types - edit fields screen?

Did you check the workflow to ensure that the priority isn't being set as a post-function?

Just some ideas to trouble shoot. 


The field is not required. I have attached an example of one of the ones that didn't work.


2017-08-17 13_20_45-Set a preset value to hide this field - JIRA.png2017-08-17 13_21_27-Password Reset_Account Unlock - Grimsby IT Help Desk - Service Desk.png

I am using the default workflow. I didn't see anything referencing priority.





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