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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Morning. Sorry if this is a silly question but I couldn’t 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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