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::EmailPriority'} = '3 default';
[...]
# default phone priority [default: 3 normal]
$Self->{'Ticket::Frontend::PhonePriority'} = '3 default';
[...]
# CustomerDefaultPriority
# (default priority of new customer tickets)
$Self->{CustomerDefaultPriority} = '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.