Chapter 13. Modifying ticket priorities

From open-support.info

OTRS comes with five default priority levels that can be modified via the "Priorities" link on the Admin page. When creating a customized list of priorities, please keep in mind that they are sorted alphabetically in the priority selection box in the user interface. Also, OTRS orders tickets by internal database IDs in the QueueView.

As with other OTRS entities, priorities may not be deleted, only deactivated by setting the Valid option to invalid or invalid-temporarily.

If a new priority was added or if an existing one was changed, you might also want to modify some values in SysConfig: Ticket:Core::Postmaster::PostmasterDefaultPriority - defines the default priority for all incoming emails. Ticket:Frontend::Agent:Ticket::ViewPhoneNew:Priority - defines the default priority in the New Phone Ticket screen for agents. Ticket:Frontend::Agent:Ticket::ViewEmailNew:Priority - defines the default priority in the New Email Ticket screen for agents. Ticket:Frontend::Customer:Ticket::ViewNew:PriorityDefault - defines the default priority in the New Ticket screen in the Customer frontend.