In Cora OpsManager, by default the priority calculation logic is set to calculate the priority based on keywords appearing in the subject line of the email received for a case.
As per requirement, this logic can be changed but only by the power user.
To change the priority calculation logic based on the incoming emails, follow the steps below:
- On Admin console, go to Workflows > All Workflows.
- Duplicate the ICM Calculate Priority Logic Template workflow.
- Add your logic.
- Go to Administration > ICM Data Model > EmailProcessings.
- Edit the existing row.
- Choose the workflow.