Is there a way to associate a priority Level with a category?
Is there a way to associate a default Priority level with a certain category? For example, when a user opens a ticket within the Kace UI and they select a category called Account Lockout, we would like the priority to default to critical. Also, when a certain priority ticket is out there for so long and it is still sitting in the New status, we would like an email triggered to send to us. Is there a custom ticket rule that can be created?
Thanks!
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Posted by:
JordanNolan
7 years ago
Top Answer
You would have to create a ticket rule in the queue.
Go to the Queue configuration and add a rule through the wizard that says when Category = Account lockout then change Priority to High.
