When a VIP customer raises a service call through the servicepages, regardless of the urgency they select, we have a UI rule created that should automatically set the priority to '1'. But this is not happening for some reason.
If a service call is created from within SD, the priority gets set correctly - its just when the call is created through SP that it doesnt work.
This is the rule we are using:
When a value has changed where Customer (*) is anything AND Customer;VIP equals Yes Set Priority to 1 - VIP Customer (Update Data) Priority set to 1
UI rules do not fire on Service Pages that is why it works for one the client and not on SP.
DB rules will fire on Service Pages cals once they are saved.
If you mark calls submitted as being logged from Service Pages (e.g. Source=Service Pages) then you could use a DB rule with this as a condition along with customer=VP or just use a DB rule altogether.