Sort of a silly question. Is there a way to unmark a ticket as urgent?
Solved
Unmark Urgent
+2Best answer by Kathryn Carter
No silly questions here! Once you click into the ticket, click more and you will have an option to “Mark Not Urgent.”
I hope this helps. 😄
+18No silly questions here! Once you click into the ticket, click more and you will have an option to “Mark Not Urgent.”
I hope this helps. 😄
I would like to add to this conversation.
I know there is a way to mark a ticket as “Not Urgent” but is there a way to prevent users from doing it at all or is that just not a good idea?
Under “Admin” and “Site Options” we can toggle on and off the this feature:
But this doesn’t seem to do anything because users still have the permission to mark tickets as urgent after submitting a ticket.
Is it even possible to edit the “More” drop down options?
+18
On the back end, you cannot hide the “mark urgent” from your agents/admins. However, you can on the Requestor front. I hope this helps! 😄
I’m referring to requestors. sorry if I didn’t make that clear.
We had a person submit a ticket and was able to mark it urgent. According to the permissions and using a test account, they shouldn’t have the ability.
Is there a way to audit actions on the ticketing side and facility side?
It’s possible an admin marked the ticket as urgent.
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