Priority Setting Best Practice

[dmullinax]

Our customer wants to know if there is some internal way to "prioritize" a ticket.

For example, when Help Desk asks if a problem is for a class in session.  "This happens sometimes when our Librarians are teaching classes or it is a system wide outage."

I added a checkbox, but he is not satisfied that it does anything else.  Any ideas.

[dmullinax · Accepted solution]

So it doesn't do anything else other than tell the audience the state.  I.E. it doesn't trigger a workflow, or send out an email or anything else.  Correct?

[Robbie · Accepted solution]

Hi @dmullinax,

Assuming your adding this field to your application (which is not one of the OOB apps such as incident/problem/change where it's already used), no it will not trigger any workflow or trigger any emails etc - it's isolated.

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Thanks, Robbie