Let Customers set Ticket Priority?

[ado123]

Hi there,
we need some way or workaround to let our customers set the priority for the tickets they open.

If this is not possible we can also use different approaches like a custom field “customerprio” which can bbe set by custtomers or maybe custom templates fpr customerr tickets or whatever.

Is there any Idea how i can make my customers inform me about their priority for new tickets ?

[gwingend]

Hi,

in adminstration go to “system” -> “options” and create a new attribute in tab tickets called “customerprio”.

Priority is a system created default ticket attribute. This can´t be set by role customer.
But using an additional field “customerprio” should work for you.

Best regards

[ado123]

Thanx Gerhard,

it was that easy and i am totally happy

[Achu]

“system” -> “options”? You mean “Object”? or there is something else which is hidden to the public?

[MrGeneration]

System -> Objects is correct

Below screenshot is just an example, you can go as far as you like:

If you want the user to be able to manipulate the real priority of the ticket, you can configure triggers under Manage -> Trigger

A example trigger that works looks as follows:

You have to do this for every priority you want to set

Your user will see this:

And your agent will see this:

If you need further help, let us know

[Achu]

Wow! Thank you for your effort. All are clear.

I wish there is something to get rid of “STATE” for users.

[MrGeneration]

I’m afraid that this is not possible right now. At least I can’t find a way to achieve this.

You would have to be able to change the Ticket State as object…

[gwingend]

@Achu
concerning objects: yes, shure! thanks for correction.

and concerning: “I wish there is something to get rid of “STATE” for users.”

Don´t you want the user to close his tickets it he thinks the problem is solved or set it back to open if he thinks the closed ticket is not solved?

[Achu]

@gwingend
That’s one scenario but I just can’t seem to think of a scenario where the customer wants to create a closed ticket. State shouldn’t be there at initial ticket creation for customers.