Hi Peter,
This isn't impacting a particular ticket. When a new client location is set up in the Helpdesk, we set the ticket priority to for example 'Medium'. But at some point this is changing and all the tickets raised by the client come through as 'Urgent'. THis happens across 30+ locations set up and can be quite frustrating to go back and update again and again...
Looking at the history in a ticket tied to any location affected doesn't really tell me anything either. Just that the ticket has been raised initially as 'Urgent' priority.