Create a custom form with fields that have pull down text options. Once an option is selected, then have a score associated with it (based on the option). For example, you could have several of these fields with multiple pull down options. The scores range from 0-5‚Ķand then a ‚Äòtotal’ which will add up the multiple scores into a composite, that will then feed into a priority of the issue.
So, if the top selection is picked, then the urgency score would be ‚Äò5’ and be part of the ‚Äòtotal score’. There are 4 selections in total (urgency, scope, goodwill, and operations) each with a potential score of 0-5 depending on the pull down selected. These 4 scores would then be part of the ‚Äòtotal score’. Based on the total score, then a specific routing could be assigned and/or text displayed. For example, a total score of 18 ‚Äì 20 means that this issue must be escalated to a certain team so those instructions would be displayed and routed to a specific group.
