we are trying to set up our sysaid tickets with weights and was wondering if anyone out there had any ideas that work for them or access to some kind of best practices etc
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Hi Chris,
from what I have seen so far, users usually use the weights system in order to organize the tickets based on priority meaning that if you have some customers or end users that have more priority then others (like VIP customers or something similar) then you will set an escalation rule that will raise these user’s tickets to the highest weight.
That way you will be able to see the most urgent ticket highlighted in red.
But in the end of the day every one are using their SysAid environments in a different ways so perhaps other users will be able to give you some examples for use cases or best practices as you asked.
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