Custom field creation for priority

[sajal_chatterje]

Hello Community,

We have a requirement to create custom priority field with (P1,P2,P3,P4) which only assignee can select. Now, I saw we have a OOB field "priority" defined and we don't want to modify those configuration.

What would be the best practice :-

1) should I create a custom field on sc task template and control visibility based on UI policy??

2) Or - make that custom field editable and mandatory on RITM variables/SCTask variable section right after ticket is created.?

Let me know how I can approach to implement this ???

Thanks,

Sajal

[Ankur Bawiskar]

@sajal_chatterje 

this is for RITM and SC Task?

if yes then Priority field is available, why not use that?

Simply add your choices for RITM table and then add your own choices for SC Task table

If my response helped please mark it correct and close the thread so that it benefits future readers.

[sajal_chatterje]

@Ankur Bawiskar ,

Thanks for the response 

If my understanding is correct, I can create custom priority field ??

The OOB priority goes by impact and urgency and it is read only too with some default value.But the business want to have that priority field editable with those custom choices. So that assignee working on the ticket can select that.

[Ankur Bawiskar]

@sajal_chatterje 

Then don't use the OOB priority field which has dependency with impact and urgency.

Create a new field and have your process around it

If my response helped please mark it correct and close the thread so that it benefits future readers.

[sajal_chatterje]

@Ankur Bawiskar ,

This customization is only applicable for specified catalog item not for all.