1 2 Previous Next 15 Replies Latest reply on Feb 12, 2018 4:47 AM by Alexander Schmidt Go to original post
      • 15. Re: How to change the default priority for Self-Service tickets
        Alexander Schmidt

        Thanks again for all the time and effort put into this question.

        Just summarizing the result of this whole post:

         

        To change the automatic priority setting for tickets opened via MyIT

        1. Open Application Administration Console --> Custom Configuration-->Service Request Management-->Application Configuration-->Define Application Object Template
        2. Search for the one which is used by the affected SRD
        3. Click Add Target Data
        4. Remove Impact and Urgency from the right side
        5. Add them from the left side again with the desired Default Values filled

         

         

        To change the automatic priority setting for tickets opened via E-Mail

        1. The Ste Field action of following two filter needs to be changed to the target values
          • INT:RBEHPD:Transaction-Incident_Create-100-SetImpact
          • INT:RBEHPD:Transaction-Incident_Create-100-SetUrgency
        2 of 2 people found this helpful
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