Hi Eric, On Wed, Apr 27, 2011 at 12:01 AM, Eric Parlin wrote:

Everything is working well, except that OTRS wants to use 5 as it's highest severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is regarded as the highest severity and a 5 is the lowest. What is happening is that my Critical alarms are being considered the lowest priority (blue) and my lowest alarms are being seen as highest priority (red) and sorted accordingly in the ticket queue view. I cannot find anyway to change this in the SysConfig. Even if I just change the 1's to be Critical (or Very High) the system just flips the colors on me!!! Its been very discouraging. Can anybody help?

Actually, OTRS determines the colors for the priorities based on their ID; and the problem with that is that you can't actually SEE the priority ID in the GUI. The colors for the priority are hard-coded in the stylesheet. So if you want to switch the colors; you CAN do the rename trick but you'll have to make sure you rename '1 very low' to '5 very low'; if you rename it to '1 very high' the system ID will still match blue. If this does not work for any other reason, the most 'OTRS-Like' way to modify the color based on the ID would be to create a custom skin that extends the stylesheet, rather than modifying skins/Agent/default/css/Core.Default.css directly. -- Mike