Hello everybody. In otrs 2.4 we use to be able to set the impact for a ticket and that would recalculate Prioririty according to Criticallity <-> Impact <-> Priority matrix. In otrs 3.1 I've found that the impact is no setable in the priority matrix as it was before. I managed to make it available in the Addional ITSM Field Screen (for some reason even if it is enabled in Priority screen, it won't show up), but when I change it, it has no efect in the priority as it had before. Does anyone know if it was done on purpose, is it a bug? I've notice it does work well when setting impact and prioriy if you create a new ticket. Best Regards. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net