Priority Question Mapping

SECURITY  Security level with Admin permission to configure Client Portal & Taskfire. Refer to Admin security settings.

NAVIGATION   > Admin > Admin Categories > Extensions & Integrations > Client Portal & Taskfire > Priority Question Mapping

Nobody ever thinks their service request or problem should have a low priority. If you allow end users to select a ticket priority, they tend to assign a higher one than is warranted. Priority questions will allow you to set a more appropriate ticket priority.

You have the option to set the ticket priority by having the user answer two questions:

  • How urgent is your request (Low, Medium or High)?
  • Who is impacted (Only Me, Others or Organization)?

Priority is assigned based on the inherent urgency of the request and the number of users that are impacted.

Priority questions are enabled or disabled per request type. If they are enabled, they replace the Priority field in the Client Portal New Ticket page for tickets of that request type. Refer to Priority Questions section.

To map the answers to priority questions to a ticket priority, do the following:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. For each possible combination of urgency and impact, select the ticket priority that will automatically be assigned.
  3. Click Save.