Custom Priority provides both an App and a Widget that allows the replacement of the Priority system field option values with those supplied via an alternative Custom field.
The corresponding system field will be hidden from view in the Ticket form and any Views and replaced with the alternative custom field.
The custom field will become visible and available for inclusion when creating and updating new Views.
First Create your Custom Priority Ticket Field
It is first necessary to create a custom ticket field (3) with a list of options (4) for use as the custom Priorities.
This field can be given any name, e.g. "Severity", and so need not be named "Priority".
*Note: If the custom ticket Priority is to be made available for selection in the Web Portal when submitting a ticket be sure to make visible and editable (5).
Configure the Custom Priority App and Widget
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Custom Priority App (3) can be configured (4) and utilized from within the CloudSET Apps Library.
*Note: the configurator can also be invoked from within the CloudSET Widgets Library (5), since the configuration settings will apply to the use of the corresponding Widget in Web Portal.
Identify the Corresponding Custom Priority Field in the Configurator
Select the corresponding custom field (1) that will be used as the replacement in the Ticket form, from those that already exist in your Zendesk account.
The list of options associated with the new custom Priority field will be populated in the right hand panel of the configurator (2).
Map the Custom Priority Option Values to the System Field Equivalents
For each of the option values in the custom Priority field (1), drag and drop to the equivalent option value in the system Priority field (2).
The custom Priority will be introduced as a child node of the system Priority option value (3), thus establishing a mapping.
The effect of this is that when the custom field option value is selected for a ticket, the mapped value will be selected for the corresponding system field in the background, since the system field will now be hidden in the Ticket form.
If required it is possible to map a system value (4) to multiple custom field values (5), in which case selecting each of these custom field values for a Ticket will cause the selection of the same system value in the background.
If necessary drag an existing Priority to the "RUBBISH" bin (6) to remove a mapping.
Remember to click the Save button (7) to apply the settings otherwise they will be lost when navigating away from the configurator.
The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (8), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (8).
Confirm Success of Custom Field Mappings (Agent Interface)
Now when creating or updating a ticket in the Agent Interface the system Priority is hidden and replaced by the custom Priority and associated option values (1).
When a value is selected in the custom Priority field the corresponding value is set (in the background ) in the system Priority field.
As such it will remain possible to search for Tickets using the system field options, or via a tag name corresponding to the custom field option.
It is also possible to create views using the custom field options and see the option values in the results.
*Note: it might be necessary to refresh the page (CTRL F5) before the new configurations take effect.
Confirm Success of Custom Field Mappings (Web Portal)
Similarly when creating or updating a ticket via the Web Portal, the system Priority is hidden and replaced by the custom Priority and associated option values (1).
As in the Agent Interface when a value is selected in the custom Priority field the corresponding value is set (in the background ) in the system Priority field.
*Note: in order for Custom Priority to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.