<chapter id="priority">
<title>Customize Ticket Priority (min. OTRS 1.1)</title>
<para>
If you want to customize the system ticket priorities follow the
next steps (there is no existing webfrontend).
</para>
<para>
<itemizedlist mark='opencircle'>

<listitem>
<para>
Get the current priorities:
<programlisting>
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> 
</programlisting>
Important: The "id" gives the order of the priority. -=> 1 = min, 5 (or higher) = highest 
</para>
<para>
The number in front of the priority name is to show the order correctly in the webinterface.
</para>
</listitem>

<listitem>
<para>
Update the priorities via SQL. e. g.
<programlisting>
mysql> UPDATE ticket_priority SET name = '3 default' WHERE id = 3;
</programlisting>
And the "normal" priority will be in future named "3 default".
</para>
</listitem>

<listitem>
<para>
Take care that you also update the default priority (if you changed the name)
in your Kernel/Config.pm
<programlisting>
    [...]
    # 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';
    [...]
</programlisting>
</para>
</listitem>

</itemizedlist>

</para>

</chapter>
