We want to make changes in the otrs priorities adding priorities from 6 to 9 (already done). mysql> SELECT id,name FROM ticket_priority; +----+---------------+ | id | name | +----+---------------+ | 1 | 1-La mas Baja | | 2 | 2 | | 3 | 3 | | 4 | 4 | | 5 | 5 | | 6 | 6 | | 7 | 7 | | 8 | 8 | | 9 | 9-La mas Alta | +----+---------------+ 9 rows in set (0.00 sec) The questions are 2 1) how can we change the order from 1 the lowest priority - 9 the highest to 1 the highest - 9 the lowest . In the admin user manual tells "Important: The ID defines the order of the priorities, 1 is the minimum, 5 or above 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." We want to maintain the actual view order with the lowest priorities on bottom. What's the criteria the priority table id or the name ? It's a solution to change the name maintaining the id 1 for the lowest ? 2) in the agent views the colour is different depending on priority from grey to red . What's the criteria ? Can we change the colour scheme in order to maintain the same approach but with more priorities and in reverse order ? Thnaks in advance