If you want to customize the system ticket priorities follow the next steps (there is no existing webfrontend).
Get the current priorities:
mysql> select id, name from ticket_priority; +----+-------------+ | id | name | +----+-------------+ | 1 | 1 very low | | 2 | 2 low | | 3 | 3 normal | | 4 | 4 high | | 5 | 5 very high | +----+-------------+ 5 rows in set (0.00 sec) mysql> |
The number in front of the priority name is to show the order correctly in the webinterface.
Update the priorities via SQL. e. g.
mysql> UPDATE ticket_priority SET name = '3 default' WHERE id = 3; |
Take care that you also update the default priority (if you changed the name) in your Kernel/Config.pm
[...]
# PostmasterDefaultPriority
# (The default priority of new tickets.) [default: '3 normal']
$Self->{PostmasterDefaultPriority} = '3 default';
[...]
# default phone priority
$Self->{PhoneDefaultPriority} = '3 default';
[...]
# CustomerDefaultPriority
# (default priority of new customer tickets)
$Self->{CustomerDefaultPriority} = '3 default';
[...] |