When creating an automation rule to prioritize your incident requests in your service desk, your automation rule relies on a request having the impact and urgency fields filled out. To ensure customers submit these fields, make them mandatory on your request type forms.
To add the impact and urgency fields to your request type:
In your service desk project, select Project settings ()> Request types.
For the required incident request type, select Edit fields.
Select Add field.
Tick the check box Urgency and click Apply.
Select the field name in the Visible fields.
Under the Required column, select Yes from the drop-down menu.
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