Priority doesn't get automatically calculated

[aabella]

Hi there community!

I'm using OTRS 3.3.9 (upgraded from 3.3.8 ) with ITSM Package and two third party modules (see my signature). We use a mysql DB.

I modified OTRS configuration to behave as follows:
* allow edition of both Impact and Criticality from Ticket creation views (Phone Ticket and Email Ticket)
* allow edition of both Impact and Criticality from Priority link, in ticket zoom view
* Change number of Criticality levels from 5 to 4 and assign each level different labels from default ones
* Change Priority labels
* Change Impact labels

To do so I implemented the following changes;
1. Reconfigured ITSMCriticality and ITSMImpact to suit my needs (changes in number of levels and associated labels) in Admin area / DynamicFields section.
2. Changed labels for each priority level in Priority section of Administration area
3. Reconfigured Criticality-Impact-Priority matrix in its section of Administration area.
4. Show ITSMCriticality on Ticket creation views (Phone and email) and Priority management view (the one accesible from Priority link in Ticket Zoom).


All seemed to be working properly: I'm able to change criticality from desired views, all new labels are being printed properly (both in english and spanish, as I translated them in a custom es.pm translation file).

The problem is that after these changes Priority field is not being calculated. When I select a value for Criticality and Impact, Priority is not being calculated acordingly to the Criticality-Impact-Priority matrix.

Inf act, no change at all is being performed in Priority: the spinner runs but finally no change is applied to the dropdown value for Priority.

I'd like to launch two questions:
* Am I missing some step to get the desired behaviour?
* Do Key values in dynamic field configuration interface have to match some specific value from database? I numbered them from 1-5 (Impact) and 1-4 (Criticality) and assigned them a value, which is the label shown in the interface.


I have searched the forum to look for a simmilar problem with no success.
No error message is being loged in System log.

Should you need more information about the issue, please let me know!


Thanks in advanced!.
Alex.

[aabella]

Hi all,

We investigated the issue and isolated the scenario where this issue arises.

Only tickets with one concrete service of our catalog are afected.
We use DynamicField Remote DB to make available services of our catalog in OTRS (the info. is stored in another DB). We also use a special service called "Unknown" to categorize all requests whose service cannot be easily determined by the agent. This special service is a local service (stored in OTRS DB). We will continue investigating what does this service have different from all other ones.

I'll keep open the post to inform you about the cause when we finally determine it.

Thanks!
Alex

[aabella]

Hi all!

We've seen that, althought the agent can modifiy Criticality, OTRS recalculates priority using criticality assigned to the service and ignoring manually selected value .

Is this the right behaviour?

Is there any solution to get priority calculated using Criticality value selected by the agent in the interface?

Thanks!
Alex.