In process of setting up v1.9.14 to assist our clerical staff with work assignments.  When a new ticket is created for a particular topic, we need the system to set the Priority to High and the SLA to 8 hrs.

The main Ticket Setting is set to Default Priority: Normal and Default SLA: -None-

The Help Topic is set to Priority: System Default and SLA Plan Department's Default

The Department Default SLA is 72 hours.  When we create a test ticket, the SLA portion of the filter is working as the ticket is set for 8 hrs instead of the Dept. Default, however the Priority is still coming in as Normal.

Here are the filter actions:        

                                                                                                                                                         Canned Response: None              Department: Default                 *   Status: Default                                                                 Priority: High               *    SLA Plan: 8 Hours (8 hours - Active)                                             Auto-assign To:                                Help Topic                  

What am I missing?  Thanks for your help! 

I believe that the"The Help Topic is set to Priority: System Default" is whats tripping you up.  Change the Help Topic Priority to what you want the priority to be.

Thanks for your reply ntozier.  I have a Custom Form attached to this help topic that creates a drop down list for the user to select from.  Most of the items on the drop down list can be assigned the system default priority.  But I'm trying to get the ticket filter to set a different priority for 4 of the items on the list.  So I have the filter set so when the user selects one of these, it should change the priority and the SLA.  Will this not override the system default?  Any suggestions would be appreciated.  :)

I don't think that you can do that with out altering the source.

Alright - thanks.  I guess I'll have to look into creating a separate help topic for these and any others that need to have their own priority level.

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