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 state 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'; [...] |