[SOLVED] Setting priority according to the ticket type

[aph]

Is it possible to set ticket priority according to ticket type?

I have defined ticket types for email and phone tickets. For example, when I open a new Email ticket and select as type 'Log-in problems', can the priority be automatically changed from 3-Normal to 4-high?

Thanks

[crythias]

no. Don't do that. Type is not for that purpose.

[aph]

What is the purpose of 'type'? What I would like is that certain tickets types are handled more urgently than others, even if an agent does not or forgets to set the priority to high. How can I achieve this without changing priority according to ticket type?

[crythias]

What I would like is that certain tickets types are handled more urgently than others, even if an agent does not or forgets to set the priority to high

You should not link priority to any field. Sure, you can use Generic Agent to set, but Type is a specific term: Problem, Incident... It doesn't change priority.

When you say, "I want this to be handled more importantly because people won't set the priority, so let's set a completely different field," you might as well ignore priority, because now there are two fields that manage priority, and the type of the ticket overrides priority.

No single field should change priority (criticality-impact-priority matrix handles the type of thing you seek.)

What's the purpose of type? It's an ITSM Categorization of (paraphrased) how bad the entry is. (Incident, Problem, Request for Change). While this can lead to priority changes, it doesn't have to. A problem of out of toner may not necessarily increase priority just because a printer is out of toner. Add in Criticality (how important *this* printer is) and Impact (how many people can't print to it) and then this might change priority. But, you shouldn't link *one* field to another in a one-to-one association. -- Don't repeat yourself.

[aph]

Thanks!