Is there a way to flag VIP tickets in the Analyst Portal?
We have done some customization where we defined a list of VIP staff by Active Directory group and then report out of SSRS on that.
We have also added a custom field under the Affected User field where we display the Job Title of only our VIP staff in bold RED letters so that anyone working these tickets is aware of who they are working on.
Our analysts have anywhere from 0-100 tickets in their queue and do work by Priority, but I'm wondering if there is any way to flag these VIP tickets in the MY WORK or TEAM WORK views?
Some ideas that our analysts had were Changing the font on only these tickets to a different color (RED) or making them BOLD.
We had an event where the Assigned To support staff were out of office, the VIP was asking in the ticket if anyone could work with them that day and it was missed and caused an issue for our organization so trying to come up with a good way to flag these 1 in every 500 tickets that can cause us concerns.
Thoughts on this?