[Solved] Unable to Manually Change Priority

[adupre01]

When creating a ticket or working in an existing ticket we are unable to change to Priority once a Service is chosen. We are running v3.1.3. In previous versions we were able to manually change the Priority after a service was selected.

Our agents need to be able to manually change the priority sometimes so it would be nice to know if this is expected behavior or a bug or a setting somewhere I can change.

[dylan650]

I'm running 3.1.3. I go to the ticket zoom and then I click the priority link. Then, I change priority and save.

[jojo]

do you have any ACL configured?

[adupre01]

I do have ACL's but none of them should be affecting priority. I will review them though.

[adupre01]

Alright, so, even using the same ACLs we are able to manually set the Priority while on our test system. Our Test system is running v 3.1.1 and our production system, the one with the problem setting the priority, is running 3.1.3.

[adupre01]

@dylan650 even in that view I am unable to change the priority.

[adupre01]

Thanks all for your help. It was partly something I did. I forgot that I had removed the TicketFreeText14 (Impact) from the ticket screen in an effort to reduce the number of fields on the screen (I was going for a cleaner look). Anyways, without Impact displayed Priority could not be changed.