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Priority change

I have to set up a rule with this condition

1. When someone is created a ticket, they cannot change the "priority" status

2. No one can change the "priority" status

please help me, my boss is gonna kill me if I not done this on time 

3 answers

1 vote
Liam Green Community Leader Nov 12, 2020

Hi @Quang Do Duy 

Welcome to the Community!

It sounds like you could do what you need by hiding the 'priority' field.

When you say 'they cannot change priority' - do you mean people logging a ticket through the portal?  If so, you just need to make sure 'priority' is not a field on the customer form.

When you say 'no one can change priority' - do you mean you do want the agent to be able to change it?  If so, you can hide the field from agents.

Will all of your tickets have the same priority?  Or will you use automation to set the priority?

1. When someone is created a ticket, they cannot change the "priority" status

2. No one can change the "priority" status

so, if no one can change it, just delete if from the create+edit+view issue screen

0 votes

In point 1, if they cannot change the priority field on create, then it won't be set at that point.  Later in the process, if you don't want them to set it as well, simply remove it from the project. 

But your requirement is unclear.  It appears to boil down to "don't use priority at all", but I suspect that is not the case.

My guess is that what you actually want is to set the priority as you create the issue, but then disallow changes later.  You can do this by removing priority from the "edit" screen, but retaining it on the "create" screen.

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