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28 Sep, 2009 06:19 PM
I apologize if this gets double posted. I did this once and
nothing came through. After clearing my caches, I'm just going to
send another and hope it gets listed.
Basically, we've used your app and it's worked great for our web
project which is set to launch this week. We'd like to continue
using the system as a quasi-ticketing system moving forward for at
least another year or so.
I have priorities enabled for our 20 or so departments, and I
have high, medium, and low. With those options, everyone is going
to put their ticket priority to high since for them every ticket is
a crisis. Is there any way for me to customize these fields like I
was able to with the ticket states?
Columbia MSPH WebIT
2 Posted by Will Duncan on 28 Sep, 2009 06:25 PM
Right now it's just default and running in the field order. We
don't have any way to customize these priorities. It's not really a
workflow Lighthouse was designed for though.
I'll see if one of the devs has some available time to at least
make tweaks so it's not set the HIGH by default though.
3 Posted by Richard Everts on 28 Sep, 2009 06:37 PM
Is there any other way to add customized fields when creating a
ticket? I thought of using milestones, but they disappear whenever
you use them once. Any other ideas we could use?
4 Posted by Will Duncan on 28 Sep, 2009 06:49 PM
We don't have any custom field options, besides customizing a
We personally don't believe in priorities as a whole. Either
something is important or it isn't. http://www.43folders.com/2009/04/28/priorities
might better sum up how priorities function for most people.
We use tags for this, and save the searches, like
tagged:"@high" state:open so there is a ticket bin in
Aside from that, there is the milestone workflow, which
Lighthouse was designed for, in which you can look at your tickets
in a milestone and sort them in the order you want to work on.
It's much more effective than a lot of HIGH/MED/LOW settings. Of
course that is an opinion, but I feel pretty strongly that
Priorities don't accomplish much benefit to development
Nicole closed this discussion
on 01 Dec, 2009 08:46 PM.
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