By default we use priority values from 0 -7 however we have clients that want to use their own terminology for example customer A wants to use the following;
Critical = 1
Major = 2
Minor = 3
Question = 4
I tried to implement this as a new field in incident called cusotmer_spcific_priority with a picklist based on the following table implemented in a separate object under the picklist and attached it to the new field in Incident.
I added this Constraint Customer = $(CurrentUserOrganizationUnitName()) to the picklst. In the picklist CustomerPriority is the display field and the value and sort fields are Priority.
I added a rule that when customer_specific_priority changes update the actual priority field.
The customer_specific_priority is only displayed it the customer uses a customer specific priority.
This works fine for the user to log the ticket however the problem occurs when the standard priority is modified.
I tried to create a rule to sync the priority fields but I cannot update the customer priority field because i only have the numeric priority value and it does not meet pass the picklist.
The question is can i update the underlying priority field and go around the picklist?
If this is not possible then does anyone have another idea how to implement this type of picklist.
I am using HEAT Service Management - Premise 2015.2.2