How can I change the default value of the impact Field from the Create New Incident window/form FROM department to service?
Or even alternative solutions: how to remove completely the impact field but keep the default value of Service always? OR remove other values (department, person) from the drop down menu and only keep Service for user to pick.
When a customer is using portal, his first choice filled in by default is Department which then impacts the calculation of Priority.
P1 and P2 urgency for Department is critical
P1 and P2 urgency for Service is critical and high
So it is very important for user to pick service and not department so we can differentiate P1 and P2 cases.
Attached image.
How can I change the default value of the impact Field from the Create New Incident window/form FROM department to service?
Or even alternative solutions: how to remove completely the impact field but keep the default value of Service always? OR remove other values (department, person) from the drop down menu and only keep Service for user to pick.
When a customer is using portal, his first choice filled in by default is Department which then impacts the calculation of Priority.
P1 and P2 urgency for Department is critical
P1 and P2 urgency for Service is critical and high
So it is very important for user to pick service and not department so we can differentiate P1 and P2 cases.
Thanks