Layton ServiceDesk - Workflows - Set Default Priority for All Requests

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Overview

At this time, the setting Administration > General Settings > Request Settings > Default Priority will not set the default Priority for Requests created from emails. This workflow will implement a different method for setting a default Priority for Requests created manually by the Analyst or End User through their respective web interfaces, or by email.

References

• Administration > General Settings > Request Settings > Default Priority
• Administration > General Settings > Business Rules
• Form Design > Ignore Business Rule Value When Updating Existing Request

Procedure

1. Go to Administration > General Settings > Request Settings.
2. Set Default Priority to (None). Click the Save button .

   
   

3. Go to Administration > General Settings > Request Business Rules.
4. Click the Add button .
5. Enter the following configuration and click the Save button .

   
   

6. Go to Administration > Form Design.
7. On each Analyst and End User form in turn, open the form.
8. Click the sys_requestpriority field.
9. Check the option Ignore Business Rule value When Updating Existing Request and click the Save button .

   
   

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