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# Chapter 18. Customize Ticket Priority (min. OTRS 1.1)

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>

  Important: The "id" gives the order of the priority. -=> 1 = min, 5 (or higher) = highest

  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;

  And the "normal" priority will be in future named "3 default".

- 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';
          [...]

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