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Priority System

Setting Up The Priority System

Enabling Priority Settings

To enable and configure priority settings for tickets, use the following options:

Configuration Options

Option
Description
Example

Enabled

Set this to true to enable priority settings.

true

DefaultPriority

Set the default priority level for new tickets.

"Low"

Levels

Define the different priority levels with configurable settings for each of them.

See examples below

Hint: Enabling priority helps in organizing and responding to tickets based on their urgency.

Configuring Priority Levels

Low Priority

LowPriority:
  Roles: ["ROLE_ID1", "ROLE_ID2"]
  Tag: ["ROLE_ID3", "ROLE_ID4"]
  MoveTop: false

  • Roles: Set roles to this priority.

  • Tag: Roles to tag when a ticket is opened with this priority.

  • MoveTop: Should their ticket be moved to the top of the category? (Set to false)

Medium Priority

MediumPriority:
  Roles: ["ROLE_ID1", "ROLE_ID2"]
  Tag: ["ROLE_ID3", "ROLE_ID4"]
  MoveTop: true

  • Roles: Set roles to this priority.

  • Tag: Roles to tag when a ticket is opened with this priority.

  • MoveTop: Should their ticket be moved to the top of the category? (Set to true)

High Priority

HighPriority:
  Roles: ["ROLE_ID1", "ROLE_ID2"]
  Tag: ["ROLE_ID3", "ROLE_ID4"]
  MoveTop: true

  • Roles: Set roles to this priority.

  • Tag: Roles to tag when a ticket is opened with this priority.

  • MoveTop: Should their ticket be moved to the top of the category? (Set to true)

Hint: Use appropriate roles and tagging to ensure the right team members are notified based on the priority level.

Example Configuration

Below is an example of a complete configuration for enabling and setting up priority levels:

PrioritySettings:
  Enabled: true
  DefaultPriority: "Low"
  Levels:
    LowPriority:
      Roles: ["ROLE_ID1", "ROLE_ID2"]
      Tag: ["ROLE_ID3", "ROLE_ID4"]
      MoveTop: false
    MediumPriority:
      Roles: ["ROLE_ID1", "ROLE_ID2"]
      Tag: ["ROLE_ID3", "ROLE_ID4"]
      MoveTop: true
    HighPriority:
      Roles: ["ROLE_ID1", "ROLE_ID2"]
      Tag: ["ROLE_ID3", "ROLE_ID4"]
      MoveTop: true
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Last updated 7 months ago

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