Please perform the following steps to change / modify the ticket priorities in OTRS. The changes can't be done via the web interface, the OTRS database has to be changed directly.
Use a database client to connect to your database server and select the OTRS database. MySQL is used in the following example:
linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 10 to server version: 5.0.18-Debian_4-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> USE otrs; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql>
The following SQL statement shows the current priorities:
mysql> SELECT id,name FROM ticket_priority; +----+-------------+ | id | name | +----+-------------+ | 1 | 1 very low | | 2 | 2 low | | 3 | 3 normal | | 4 | 4 high | | 5 | 5 very high | +----+-------------+ 5 rows in set (0.00 sec) mysql>
The ID defines the order of the priorities, 1 is the minimum, 5 or abobve sets a higher priority. The number in the name of a priority is used by the system to ensure the correct order of the different prios.
Modifying / changing a priority via SQL:
mysql> UPDATE ticket_priority SET name = '3 default' WHERE id = 3; Query OK, 1 row affected (0.01 sec) Rows matched: 1 Changed: 1 Warnings: 0 mysql>
This SQL statement changes the name of the priority "3 normal" to "3 default".
If a new priority was added or if a priority was changed, this changes also have to be set in the config file of OTRS or via the SysConfig interface:
[...] # PostmasterDefaultPriority # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = '3 default'; [...] # Ticket::Frontend::EmailPriority # default priority for email tickets [default: 3 normal] $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'Priority'} = '3 default'; [...] # default phone priority [default: 3 normal] $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Priority'} = '3 default'; [...] # CustomerDefaultPriority # (default priority of new customer tickets) $Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 default'; [...]
If you like to add a new priority, update the ticket_priority table in the OTRS database. Take care, that the ID and the number in the priority name reflects the urgency of the new priority.