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How do you assign a priority level to an issue type? Edited

We have established an issue type of "Incident" that should automatically trigger a customer notification alert, that we have set up for all issues with a priority level of high or highest.

We cannot seem to find where we can assign the priority level to an issue type.

Any assistance in this would be appreciated.



3 answers

1 accepted

0 votes
Answer accepted

Under "Request Types" --> "Edit Fields" you can add hidden fields with preset values. In this case, we assigned an Urgency level of "Critical" and a Priority of "Highest" to the "Report an Incident" request type. This then triggers the "Urgent Issue" automation workflow to send agents a notification and a custom message to the customer.

Screen Shot 2019-09-11 at 4.16.05 PM.png

0 votes
Steven_Behnke Community Leader Sep 06, 2019

There is no association between Issue Types and Priority. It's not clear what you actually want.

I actually just found a related post in the community that gave this solution:

"You will need a different workflow for each issue priority you want to set.  (e.g. if you have priorities of high, medium and low, you'll need three workflows).  Obviously, you can get one workflow correct and then copy it a couple of times.

On the "create" transition, add a new post-function "set field (priority) to a value (h/m/l as required)"

I would remove the priority from the create screen (as the post-function is going to overwrite it anyway) and probably consider removing it from edit and transition screens as well, so the users can't ever change it."

That seems to answer my question. Here is a link to the question and response -

0 votes
Joe_Pitt Community Leader Sep 06, 2019

You need the Schedule permission to set priority. The reporter will be notified IF you have notifications set for editing issues when you change the priority. 

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