[SOLUTION PROVIDED] Priority updated to 4 high in Process Ticket

[drodralv]

Hello,

I have tried to update the priority using a transition action TicketCustomerSet "Priotity - 4 high" or "PriorityID - 4" but it does not work. Other option is to add generic agent well filtered to do that, but its a little bit annoying as i have 6 forms (let's say different tickets) within the same process and for only 3 of those i need priority high, as for now, that can not be added to the ticket creation itself so i need to look for a workaround, any idea? would be cool to have it as transition action.

Thank you!

[root]

Hi,

Let's start with showing us your transition action. And the outcome of "SELECT * FROM ticket_priority"

- Roy

[drodralv]

Hello,

These below are my priorities:

ID NAME VALID_ID CREATE_TIME CREATE_BY CHANGE_TIME CHANGE_BY
1 1 very low 2 2013-03-15 13:35:26 1 2015-12-08 18:36:16 1
2 2 low 1 2013-03-15 13:35:26 1 2013-03-15 13:35:26 1
3 3 medium 1 2013-03-15 13:35:26 1 2015-12-08 18:36:45 1
4 4 high 1 2013-03-15 13:35:26 1 2013-03-15 13:35:26 1
5 5 critical 1 2013-03-15 13:35:26 1 2015-12-08 18:37:09 1


And my Transition actions is a TicketCustomer Set with Key Priority and Value 4 high

Anything is wrong?

Regards

[root]

And my Transition actions is a TicketCustomer Set with Key Priority and Value 4 high

Anything is wrong?

Hi,

If would say: yes TicketCustomerSet does not set the priority. To prevent adding one generic agent for every process use a dynamic field as a helper. Settings this field to a defined value triggers a generic agent to set the priority as you need.
- Roy

[drodralv]

Hello!

Oh yes! you are right haha i didn´t think on that possibility, of course we do have some genetic agents working with dynamic field update events...

It's working now!

Thank you