My customers create issues via the portal and email. There are scenarios where the customer wants to change the priority. Today they can only request this by submitting a comment and hoping that the agent acts on it. We have rules/automation that result in escalation notification if priority is set to Urgent/Highest. If the agent doesn't act on, or does so in a delayed manner, then the notification does not occur or is delayed.

There may be a workaround here though ugly (I need to test this). Transitions could be created in the workflow for each priority level setting the transition from "All". Then expose each of these transitions on the portal. The customer could then click on the transitions, e.g.

• Priority = Highest
• Priority = High
• Priority = Medium
• Priority = Low
• Priority = Lowest

again...yuck!