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.
I follwed the procedure to change priority names and to add a new priority, and it owrked for me. Unfortunately I don't remeber exactly what I did, but I remember that there were anything tricky, after having looked at the manual.
Gabriele
----- Original Message -----From: Brett WellsSent: Saturday, December 01, 2007 9:06 PMSubject: Re: [otrs] How to add New priority optionsI'm using 2.2.3 I've added the priority to the database but the ticket and other places still only show the first 5 priorities. I've changed the names of most of them and they show up fine except for this new 6th priority. I've done everything in the manual about changing priorities but there isn't anything in there about adding more than the original 5.
On Nov 30, 2007 1:42 AM, Shawn Beasley <shb@otrs.com> wrote:
Brett,
This link I sent you refers to setting the default priorities. If you
On Fri, 2007-11-30 at 08:58 +0100, Shawn Beasley wrote:
> Hi Brett,
>
>
> > I've been searching for a couple of days for a way to add new priorities
> > beyond the 5 defaults that are present in the system. I've added a 6th in
> > my mysql database but the option doesn't appear in any of the drop down
> > lists when creating or modifying a ticket.
>
> You have already done the hard part. The rest you can find here.
>
> http://doc.otrs.org/2.2/en/html/c1758.html
just want add a priority in needs only be in the database. What version
of OTRS are you using?
((enjoy))
Shawn Beasley
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Thanks,
Brett Wells
IT, Systems, Network, Software Administrator
Mobile: 801-310-3042
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