Requester Flags/Alerts

I'm looking for a way to alert a technician of a requester's status at ticket creation.  We're already using Request Priority for our VIPs, but we need to another field that is visible in the little requester info box when creating a ticket. 

1 - Can we edit, or create additional request priorities?

2 - Is there another customer field that can be used, that will show up in the requester info box when creating a ticket, or viewing an open ticket?

John

 

Asked by John Anderson on Wed 8/17/22 10:45 AM Last edited Wed 8/17/22 10:45 AM
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Answer (1)

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Mark Sayers Wed 8/17/22 2:00 PM

Hello John,

  1. Those come from your Ticketing/Project Priorities list. You can for sure add more in TDAdmin and then define whether the new priority should coincide with a particular priority value from low to high.
  2. Only the request priority field will show in the requestor card box as far as something that would indicate the person's priority level for requests.
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Thanks, Mark. I was hoping to use something similar to the requester priority field to show if a customer has a specific support team, or another piece of information that would be helpful to the support technician. I know we can add additional people attributes, but you have to go to the person's record to see their all their attributes. Is there any other field that displays in the requester card box? - John Anderson Thu 8/18/22 12:55 PM
Unfortunately it only shows the Preferred phone number, alert/notification email address, Title, Org ID, and their priority level. Anything else would require an enhancement request to add them to that card. - Mark Sayers Thu 8/18/22 2:58 PM