How can end users update the Urgency of their active incident tickets in Service Portal?

Subalakshmi P2
Tera Contributor

4 hours ago

Hi Community,


Need to allow end users update the Urgency of their active incident tickets in Service Portal?

I'm looking to add either:

->An Urgency dropdown, or
->An Edit Urgency button

on the ticket details page so requesters can update the urgency of active incidents.
image (2).png
Has anyone implemented this in Service Portal? What is the recommended approach?

Thanks

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AndersBGS
Tera Patron

17m ago

Hi @Subalakshmi P2 

 

Why? Urgency shouldn't be based on users but should be based on SLA/OLA definitions. To have users set the urgency is not be practice.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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