Footprints is overwriting a ticket's "Priority" support level with "Upgrade". What should I do?

When performing a support lookup in Footprints, it may display assets that are mixed (Priority assets mixed in with Basic assets). When I select Priority, the support level on the ticket reflects this chose. But, when I save the ticket, Footprints overwrites the Priority status with "Upgrade".

How do I handle cases like these?

This is a current issue in Footprints that support has been logging to IS for tracking. The current process is as follows:

1. Create an IS ticket in Accusoft Helpdesk Ticketing System. You can create content similar to the following example:

Hi everyone,

Our Amazon customer has submitted a support incident which is showing the old Footprints support-level override issue. Logging here:

When performing a support lookup, I found a Priority asset (and some Basic assets). When selecting Priority, the support level reflects the selection. And, when saving the ticket afterwards, the support level is changed to "Upgrade" (Basic).

Account Name: Amazon Web Services, Inc
Customer ID: AR7MP0000001
Contact: Raleigh Murch
e-mail: murchral@amazon.com
Related Footprints support incident: IN-141482

Thank you.

2. Add an internal note in the support ticket, stating that the account should be treated as Priority, and also noting the IS ticket that was created.