ServiceDesk

Does anyone know if it is possible to change the order of the classification fileds as shown in the below image.  I would like it so that when we click Resolve and have to Classify the Incident, the defaults for each item are at the lowest possible level.

By default they are all on higher escalation type options.  When support workers forget to classify then the reporting shows alot of "Emergency" type calls being completed and skewing the information being provided to management.

By default I think they are as follows in all cases

These are located in the SD.IncidentManagement workflow under the initial diagnosis model.  click on the initial diagnosis component and click the interaction setup tab.  click the ellipsis next to Dialog Model.  the form is the Work Resolve Incident component.  these values are not static. they are populated by the values the user selected in the feeder workflow.  they should not always be at the highest unless your users are always selecting high priorities.  double clicking on any of the boxes, you can change the default under the Selected Item field.  you will notice that these are populated by variables from the project and not static values.   you can change this to static values but you risk the opposite of what you are concerned with.  if your techs dont change theses values when they close the ticket then all of your tickets will look like low priority.