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Where has the priority gone?!

Gareth Watkins

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I have a catalog item that, when calls are logged against it, does not display the priority set in the workflow to the information pane in the service call. 
The same service portfolio item has other catalog items that use the same SLA set and priorities which display without issue.

Can anyone shed any light on why these priorities do not appear?


Priority issue.PNG

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Indeed, we have several of these and no-one had set it! We have since forced priority on most Requests by either defaulting as part of of BP or by locking all actions until the agent has categorised, prioritised and triaged; and then unlocking again so they can proceed.

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