Is there a way to associate a default Priority level with a certain category?  For example, when a user opens a ticket within the Kace UI and they select a category called Account Lockout, we would like the priority to default to critical.  Also, when a certain priority ticket is out there for so long and it is still sitting in the New status, we would like an email triggered to send to us.  Is there a custom ticket rule that can be created?

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You would have to create a ticket rule in the queue.

Go to the Queue configuration and add a rule through the wizard that says when Category = Account lockout then change Priority to High.

Answered 11/18/2017 by: JordanNolan
Fourth Degree Black Belt

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