Determine way to dynamically adjust Urgency to account for Requested Due Date
We are trying to find a way to automatically adjust urgency for our Helpdesk system. Sometimes, the users will either select a normal urgency when it should be higher, and then our technicians won't get to it as fast as the user would like. We would like to set up a way that will dynamically set the urgency, based on the requested due date. If this would work, we would like to see it look like this:
1. When a new ticket is created (web form only), the system checks the Requested Due Date and if:
- Less than 24 hours, verify Urgency is set to URGENT-->if not, set to URGENT
- 24-96 hours, verify Urgency is set to at least HIGH or URGENT-->if not, set to HIGH
- 96 and above--leave it set to whatever they set it to
I have already looked in the business rules, but can't seem to find anything. Please let me know if you have attempted this, or just have any thoughts on it.
Jeremy