[SOLVED] Criticality not set for customer tickets

[Mothra]

I'm currently having a problem with tickets raised via the customer front-end - Using the default and unmodified theme, when I create a ticket, I can go through all of the normal options selecting Queue, Service, SLA etc, but the generated ticket has no criticality set. If I raise the same ticket as an agent, the criticality is set.

I've checked my services and they all have a criticality assigned - is there something else missing from my config to make this work?

[Mothra]

Can anyone confirm whether or not this affects them too before I file it as a bug? I'm on OTRS 2.4.9 with ITSM 2.1.1.

Thanks.

EDIT: Scratch that - this isn't a bug, just a feature that has not been implemented yet. After looking at the differences between AgentTicketPhone.pm and
CustomerTicketMessage.pm, I can see that all the ITSM-related code that calculates the Impact and Criticality in AgentTicketPhone.pm is simply not present in CustomerTicketMessage.pm.