How to Customize and Manage the Priority Field
The Priority field in BoldDesk is directly tied to SLA metric targets, which are based on the system’s default priority levels. This ensures accurate SLA calculations and consistent reporting across your tickets.
This article explains the available options to customize these priority values while maintaining SLA accuracy.
Modifying Priority Values
It is currently not possible to add additional values to the Priority field. However, you can modify the existing system-defined priority values to better match your operational requirements.
Using Custom Fields for Additional Priorities
If you require additional priority values beyond the system defaults, you can create a custom field—for example, Reason—to capture this information.
You can then map the custom field values to the existing system-defined priority levels using an Update Ticket trigger. This approach lets you retain SLA compatibility while tailoring the setup to your needs.
In the above trigger, when you change the Priority to the required values, you can simply update the Reason field. The relevant Priority will then be updated automatically through the update ticket trigger. Once the additional priority values have been updated, they will align with the system’s priority values, and the SLA will run accordingly.
