How to prompt users to provide a reason for a priority change

Document ID : KB000092894
Last Modified Date : 27/04/2018
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Introduction:
Users may go into a ticket and change the priority, but in many cases, the end user should justify that action.  This article discusses the actions needed to allow for this functionality.
Background:
An end user is trying to change the priority of a ticket, but it is also management's desire to know the reason behind such a change.  The user would adjust the priority, and as a condition of saving, the end user is presented with this dialog:

User-added image

We will discuss how to toggle this setting and functionality
Instructions:
To toggle this setting:
  • Login to Service Desk with Administrative privileges
  • Access the Administration tab. and drill down into Service Desk -> Requests/Incidents/Problems -> Priority Calculation
  • Select the appropriate Priority Calculation Matrix and edit it.
  • Change the setting "Capture Reason" as needed, then save.
User-added image
Additional Information:
Note:  This functionality is applicable only with Priority Calculation.  It is not possible to have a justification display appear by changing the priority directly.