Allowing customer to update Priority on csm_ticket page for pre-existing case ticket?

[J McMillan]

We have a requirement to update our csm_ticket page to allow the static Priority value to be updated by the customer, after the case has been submitted. Does anyone have any pointers on how to go about this?

Thanks

[Maik Skoddow]

Hi @J McMillan 

I cannot recommend that as if could become critical from a licence perspective. When you say "customer" then I assume that user is an external user, thus representing a so-called "requester" which is not consuming a licence in ServiceNow. The flip-side is that these requesters are only allowed to add comments after a ticket (Case, Incident, etc.) has been sent. Otherwise, they would need edit rights. However, having edit rights would transform a requester user to a fulfiller user, which consumes a license.

Maik

[J McMillan]

Thanks @Maik Skoddow for pointing out the licensing implications. I may look instead at adding a simpler case escalation trigger of some kind.