How do I set the priority of a ticket (OTRS6)
Feeling stupid, but how do I set the priority of a ticket (OTRS6) in the webinterface? I do see a "grey rectangle" indicating priority 3 ("normal") but I can't seem to alter that. Ralf Hildebrandt Charité - Universitätsmedizin Berlin Geschäftsbereich IT | Abteilung Netzwerk Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 ralf.hildebrandt@charite.de https://www.charite.de
Hallo Ralf, 11.12.2019 13:16 - Ralf Hildebrandt schrieb:
Feeling stupid, but how do I set the priority of a ticket (OTRS6) in the webinterface?
I do see a "grey rectangle" indicating priority 3 ("normal") but I can't seem to alter that.
usually it is Action=AgentTicketPriority depending on your configuration (system config or ACL) it might be disabled. So you should check all settings concerning AgentTicketPriority in sysconfig. It also could be disabled at all. Check Admin area > Priorities for this. -- Florian
While viewing an unlocked ticket (or locked ticket you own), on the top menu you should have "Back | Print | Priority |People|[...]", click on Priority there, then change the Priority dropdown in the ticket settings at the top of the pop-up, entering a note below, then clicking Submit at the bottom of the window. This presumes that access isn't disabled via ACL as mentioned in another post. On 12/11/2019 6:15 AM, Ralf Hildebrandt wrote:
Feeling stupid, but how do I set the priority of a ticket (OTRS6) in the webinterface?
I do see a "grey rectangle" indicating priority 3 ("normal") but I can't seem to alter that.
Ralf Hildebrandt Charité - Universitätsmedizin Berlin Geschäftsbereich IT | Abteilung Netzwerk
Campus Benjamin Franklin (CBF) Haus I | 1. OG | Raum 105 Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 ralf.hildebrandt@charite.de https://www.charite.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
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participants (3)
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Florian Edlhuber -
Nick Bright -
Ralf Hildebrandt