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Is it possible when a Ticket is being submitted, for there to be a way for the end user to have more control over the priority level? I know this can be customized in the rules and applied after the work order is submitted to modify the priority based on an attribute, but it’d be beneficial if the user could have more control than just an Urgent toggle. Like maybe a priority drop down that has the options Low, Medium, High, Critical. 

I find that users may choose Urgent, when they would have been satisfied with choosing Medium or High. I’d like for Urgent to be more reserved for true Critical type scenarios.

You could do this with a custom Select field and rules so that when a ticket is created, set the priority level based on what the user selected.

From my experience, our users tend to be either Urgent or not so we haven’t tried to give them this flexibility but I see how in some environments it may be useful. Let me know if the suggested solution doesn’t work for you or if you need any help with it!


@BMcBeath 927e820 joshuaisd Thank you for submitting your question!

I love this solution posted by @MattHenry. I created an example custom field! 

Then, you can head to rules and set and filter by custom fields to set the priority in your system. 

You will need to create this for each of the priority levels 😄 I hope this helps!


Late to reply but appreciate the responses! This is exactly what I ended up moving forward with after working with my onboarding specialist Ashley.


Love to hear that @BMcBeath 927e820 joshuaisd 😄


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