Gostaria que após o cliente realizar uma solicitação, aparecesse além das informações padrões, que são: "Status", "Notificação ativadas", "Tipos de Solicitação" e "Compartilhada com", aparecesse mais um item para o cliente visualizar que seria o campo de "Criticidade", que seria a classificação que o time faria em cima daquele chamado.
Hi @Eric Silva welcome to the community. I apologize if something is lost in translation. Are you looking for something like a Priority Matrix? That sounds a lot like the Criticality procedure you are looking for. I did that with Support's help through Automation. The customer fills out Urgency and Impact, and it's translated into a Priority. Here's another community article for that procedure: Create-a-priority-matrix-using-impact-and-urgency-values
Hope that helps
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