ITSM (IT Service Management) are additional modules that can be installed on top of OTRS.  Functionality included is Service Level Management, enhanced Incident and Problem Management and Configuration Management.  I've never installed OTRS without adding the additional modules.  But I presume you can just rename the priorities and if Criticality<>Impact<> Priority module doesn't show up in the admin interface, you should have nothing else to worry about.  If it does you'll have to look at it and make sure you have what you want.

 

>>> Alan McKay <alan.mckay@gmail.com> 8/13/2009 12:35 PM >>>
On Mon, Jul 13, 2009 at 4:00 PM, James Burk<James.Burk@dornc.com> wrote:
> I changed mine too.  If you're using ITSM and Services, priority gets
> calculated from the Criticality defined in the Service and the Impact that
> gets allocated by the Agents.  You can rearrange Impact and Criticality in
> the General Catalog and Priority from the admin interface  Be sure to go
> into Criticality<>Impact<> Priority and adjust the matrix for the
> calculations.  Nothing bad should happen.

Finally getting around to this - so if I do not use ITSM I don't have
to worry about all that extra stuff?  I can just rename them?

I don't even know what ITSM is :-)

--
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         - Michael Pollan, author of "In Defense of Food"
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