We have just upgraded this past weekend from 14.1 to 17.1.02 with the survey vulnerability and request workflow patches and have noticed the following issue.
When a template has a set priority, say Priority 1, and a user edits the Urgency and Impact to adjust it to a lower priority, the priority does not update according to the matrix even after saving. Once the ticket is saved and reopened the field acts the way it should, adjusting to meet the designated value determined by the other two.
Is this typical with templates in 17.1? User's were able to use this method before the update and we would like to restore the functionality to preserve ticket accuracy.
Richard, what you said here seems to be a bug if not related to your customization. So I would say get a dev env and remove customization and if it still behaviors the same it is time to open a Support case. Thanks _Chi
it is a bug or not?
we seem have the same problem!!
do you have an update on your post, bug or not?