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199 votesunder review · Ken Galvin responded
Thank you for your very thorough desciption of the issue. We will consider this as a feature request in the future. We prioritize based on feedback like yours – so we encourage others to vote for this feature request.
Allow Ticket Rules to insert SQL Variables ($variable) in Append Comment To Ticket the same way as E-mail query results works22 votesVito Asaro shared this idea ·
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I agree. A drop-down list of categories helps to reduce typographical errors and duplications of categories.
This should also be applied to Importance. I.e., a drop-down select box for the Importance similar to what is used for the Priority of service desk tickets where the user can select from a pre-defined list, e.g., Low, Important, Reference, Critical, etc.