Users Unable to Select Priority While Raising a Request (Priority Field Greyed Out)

Users Unable to Select Priority While Raising a Request (Priority Field Greyed Out)

  1. Priority Matrix Enabled: If the Priority Matrix is enabled for the organization, the Priority field is auto-populated based on Impact and Urgency to prevent users from manually selecting it. [Refer here to learn more.]
  2. If the Priority Matrix is Not Enabled:
      • Check if the "Requester can set" option is disabled in the Request Template under the Priority field.
      • Verify if a Form Rule has been added to disable the Priority field.
    1. Allowing Users to Select Priority:
      • Navigate to Setup → Customization → Helpdesk → Priority Matrix.
      • Uncheck "Allow users to override priority matrix" to enable users to select the priority while raising a request.