Priority not taken in account or...

[Burps]

Hello,

I'm using OTRS 3.0.11, ITSM 3.0.5 and a few other packages, if more details are needed, I can provide them.
I'm not the one who setup OTRS, and I'm quite lost in it, but I'm tasked to solve a problem, and need your help

When I create a new ticket, I have the following page :


1 - If I change any of "Service/Category/Sub-Category", then at the bottom, I change the "priorité" (priority) drop-down, the priority is not taken : is stays at the default (3) value. But once the ticket is created, I can change it.
2 - If I don't input any "Service/Category/Sub-Category", the priority is taken in account, and can be changed later.

I have been pointed to look at the Sysconfig -> Ticket -> Core::TicketFreeText page, and the following element :


3 : If i de-select "TicketFreeText14::DefaultSelection" ; then create a new ticket as in step 1 (choose anything in "Service/Category/Sub-Category", then change the "priority") the priority is taken, but once in the ticket, I can't change it anymore

So, could you please point me to the right direction to solve my problem ?

As written earlier, I'm not familiar at all with OTRS, so I can give you more necessary details if you ask.

Regards

[Burps]

I've also found this setting :



If I change it to an other priority, then the new tickets are created with this priority, but I still have the same problems.

I've been through this :

Depending on the service selected, impact and priority are automatically submitted from the criticality impact priority matrix. However, every IT service staff member knows a "VIP" customer requires special consideration.

So I guess it's probably my issue.

So, I've found the following table, but I still don't understand how it's linked to my categories :


Any help appreciated
Regards