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Forum Discussion
Prevent customer from changing incident priority when creating a new incident
Is there a way to prevent a customer from changing the priority when creating a new incident? Their ability to do so is causing the SLA's to not be met since only one priority is set to escalate if no...
Perhaps it makes more sense for you to not allow us to create custom priorities, since you essentially determine the priority on our behalf, as seen in the chart above. The other solution is to allow customers to see our priority labels and choose from that list. For instance, if a customer chooses that this effects a single person and it's non-urgent, that relates a to priority that we have labeled as "Quick Fix." I am now reprioritizing thousands of incidents because we can't have customers driving our priorities with the SLA's assigned. Essentially, I've had to get rid of the Request sections and write off priorities one through five. So, now my top priority number is priority six. And I can't do this all as a mass action because my old priority sixes will get mixed in with my new priority sixes, which are actually my top most priority items. I have no nice words about the product right now.
