Hi, When i open a ticket whith Email New, i've the possibility to define the priority. But when i define this priority on my ticket, the priority insert in the priority define with the matrix ( Criticity on Services and default impact). Can i add the field criticity and impact in Email New and remove Criticity field ? Tanks by advance for your reply. Cordialement, [cid:image001.jpg@01CA6949.2D9AA8C0] Marc GUYARD Ingénieur Exploitation Client -- Pôle Services Managés tel. +33 1 64536640 mob. +33 6 83826501 m.guyard@orange-ftgroup.commailto:m.guyard@orange-ftgroup.com Network Integration Services, 24 rue Emile Baudot - 91120 PALAISEAU - France www.orange-business.comhttp://www.orange-business.com/ [cid:image002.jpg@01CA6949.2D9AA8C0]