Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

validation of request information

Hi everyone,

Do you recommend overriding the fields filled in the original request form by the customer such as the type of problem, priority, etc. or do you create duplicate fields and update the real information in them?

1 answer

1 vote
Jack Community Leader May 03, 2021

Generally speaking I would not create duplicate fields. I think changing the request type is fine. the priority is a bit more sensitive but if you have a clear policy on priorities then I think it’s fine to change the priority as well. However if you feel that sends the wrong customer message then consider creating a new field maybe severity. 

Dirk Ronsmans Community Leader May 03, 2021

Just as an opinion of my own about priority, I would never let a customer set the priority directly.

What they could do is choose an impact or/and an urgency of their ticket and based on that the agents will calculate automatically/set the priority.

But even there it's tricky because what is high or medium? I'm sure any user will find their issues to be critical/high. So proper communication about your urgency/impact matrix will also help.

other than that, I second @Jack  in overwriting the fields and not duplicating them. If they were categorized wrong you should be able/allowed to rectify that. 

(this does not mean play with the values to avoid SLA breach :))

Jack Community Leader May 03, 2021

I agree with Dirk on this. Allow the customer to say how important the issue is to them and the urgency. But priorities are generally set internally by the agent team. 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

925 views 30 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you