Re: [otrs] changing ticket priority

20 Apr 2009

      ThankFrans. That's excellent. Will have that fixed.

Regards
Mani

-----Original Message-----
From: Frans Stekelenburg [mailto:frans.stekelenburg@netdialog.eu] 
Sent: Monday, 20 April 2009 7:44 PM
To: User questions and discussions about OTRS.;
mani.prasad@digitalarmour.com.au
Subject: RE: [otrs] changing ticket priority

Mani,

First of all the agent needs priority permission, check under
[Users<->Groups].
Because you see the option, I think that is ok.

Further more, all that you see or can't see, for Priority zoom screen is
arranged under SysConfig Options: Ticket ->
Frontend::Agent::Ticket::ViewPriority.

There even is an option to _not_ show priority options, but I wonder who
ever would want to touch that there.

gr,
Frans
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of
Lars Jørgensen
Sent: maandag 20 april 2009 10:54
To: mani.prasad@digitalarmour.com.au
Cc: User questions and discussions about OTRS.
Subject: Re: [otrs] changing ticket priority
Hi mani,
Please reply to the list also so others can benefit.
Most actions in otrs requires an accompanying note. Just put in the
reason why you updated the priority. at the bottom of the note screen
you will find the field to change the priority.
Lars
Den 20/04/2009 kl. 00.27 skrev "Mani Padisetti"

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:
...
Thank you Lars for yr help. Kind of you.
Am not sure what I am not doing. In the zoomed view, I can see
"priority" but that is only to add a note...what I need is to be
able to
change the priority from "normal" to "high" etc. Can you pls let me
know
how to do that
Rgds
Mani
-----Original Message-----
From: Lars Jørgensen [mailto:ITLJ@gyldendal.dk]
Sent: Monday, 20 April 2009 7:07 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] changing ticket priority
Hi Mani,
Usually there is an option in the zoomed view if the ticket, but I
think
you have to be the owner of the ticket or have sufficient
permissions to
change the priority.
Also, you can change priority by adding a note to the ticket.
Lars
Den 19/04/2009 kl. 22.44 skrev "Mani Padisetti"

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a
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u>>:
Morning. Sorry if this is a silly question but I couldnt find
instructions/help on how to change the priority for a ticket, when
we
work on the ticket. Can you pls advise? Many thanks
Regards
Mani
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