[otrs-cvs] CVS: doc-admin/en priorities.xml,NONE,1.1

[cvs-log at otrs.org]

Update of /home/cvs/doc-admin/en
In directory lancelot:/tmp/cvs-serv30940

Added Files:
	priorities.xml 
Log Message:
Initial insert of chapter about adding / changing priorities


--- NEW FILE ---
<?xml version='1.0' encoding='ISO-8859-1'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN"
  "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id: priorities.xml,v 1.1 2006/07/03 13:31:15 cs Exp $ -->

<chapter id="priorities">
<title>Modifying ticket priorities</title>

<para>
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.
</para>

<para>
<itemizedlist mark='opencircle'>
    <listitem>
    <para>
    Use a database client to connect to your database server and select the
    OTRS database. MySQL is used in the following example:
    </para>

    <para>
    <screen>
    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&gt; 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&gt;
    </screen>
    </para>
    </listitem>
    <listitem>
    <para>
    The following SQL statement shows the current priorities:
    </para>

    <para>
    <screen>
    mysql&gt; 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&gt;
    </screen>
    </para>

    <para>
    <important>
    <para>
    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.
    </para>
    </important>
    </para>
    </listitem>
    <listitem>
    <para>
    Modifying / changing a priority via SQL:
    </para>

    <para>
    <screen>
    mysql&gt; 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&gt;
    </screen>
    </para>

    <para>
    This SQL statement changes the name of the priority "3 normal" to "3
    default".
    </para>
    </listitem>
    <listitem>
    <para>
    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:
    </para>

    <para>
    <programlisting>
        [...]
        # 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';
        [...]
    </programlisting>
    </para>
    </listitem>
</itemizedlist>
</para>

<para>
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.
</para>

</chapter>