I have a response agreement setup for my Service Desk which is very simplet Impact and Urgency sets Repsonse Level. This works fine when you create a new request and you have mandatory fields to set the so once you save it sets the Response Level. Problem I need resolved is that if you change the Impact and Urgency and save it should change the response level as well based on the agreement. It only seems to work the once and that is when you save it the first time, does not work anytime after this. My main problem is inbound emails needing to have their Impact and Urgency set when help desk get to it and book it in correctly it needs to set the priority.
Please help assist me in this.