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How can we improve the SMA?

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Set Default Priority per Category

Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.

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under review  ·  Ken Galvin responded  · 

Thank you for contributing. This idea is under consideration and will be prioritized according to votes received.

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  • Rob Seamon commented  ·   ·  Report

    You can hide the priority field from submitters leaving only the Owners to choose what the ticket priority ends up being in the end. Training potential ticket owners on the proper use of the field would greatly minimize the need to add this function at all.

  • Tony Wood commented  ·   ·  Report

    This can be done using Custom Rules, Currently have this on one of my Q's

KACE Systems Management Appliance (SMA): Service Desk

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