Remove priority completely

[kenmurimi]

Hi All?
I wanted to use priority but i realized since i wanted different escalation times per priority i decided to have diffrent queues as per my priorities. now i want to completely remove the priority option in my otrs. when i tried sysconfig for customerNewticket and selected customers not to set priority, my customers cant create tickets and they get a "ticketid error" i get the same error when creating phone tickets if i remove the priority field from the dtl files. anyone with any idea on how i can completely remove this priority thing??

any help greatly appreciated..
thanks in advance

[davidbann]

I have the same requirement - anyome have any suggestions?

[crythias]

In Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl
remove

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<!-- dtl:block:Priority -->
                                <tr>
                                    <td class="contentkey">$Text{"Priority"}:</td>
                                    <td class="contentvalue"> $Data{"PriorityStrg"}</td>
                                </tr>
<!-- dtl:block:Priority -->

but if it causes errors, then ...
around line 78 (with all the hiddens)

add a

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<input type="hidden" name="Priority" value="3 normal"/>

admittedly that doesn't *remove* Priority, but it does make it invisible to the user for new tickets. Note that you probably should make sure this is in your own theme.

[kenmurimi]

Thanks crythias.

i tried that and it is working but now when printing and on ticketzoom the info is displayed how can i remove that so that it is not displayed.

davidbann were u able to make it invisible?

thanks

[crythias]

You could find where priority exists in the dtl files. Do you know how to use grep? or are you in windows?

AgentTicketPrint.dtl around line 29:

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              <tr>
                <td class="contentkey">$Text{"Priority"}:</td>
                <td class="contentvalue">$Text{"$Data{"Priority"}"}</td>
              </tr>

AgentTicketZoom.dtl around line 260:

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                <tr valign="top">
                    <td><b>$Text{"Priority"}:</b></td>
                    <td>
                        <font color="red">
                        <div title="$Quote{"$Text{"$Data{"Priority"}"}"}">$Quote{"$Text{"$Data{"Priority"}"}","18"}</div>
                        </font>
                    </td>
                </tr>

[Barryza]

Hi there,

When doing as you suggested below Crythias, the priority field is removed but when I try and submit a new ticket I get this error.

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Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.12.2 OS: MSWin32 Time: Tue Mar 15 09:14:19 2011

Message: Need TicketID!

Traceback (5420): 
   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.273) Line: 118
   Module: Kernel::Modules::CustomerTicketMessage::Run (v1.83) Line: 517
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56) Line: 958
   Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48
   Module: (eval) (v1.43) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.43) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.43) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

This is after removing this line from the CustomerTicketMessage, whether I # or delete it is the same result. Do you have any ideas?

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<!-- dtl:block:Priority -->
#               <div>
#                  <label for="PriorityID">$Text{"Priority"}:</label>
#                  $Data{"PriorityStrg"}
#                  <div class="Clear"></div>
              </div>
<!-- dtl:block:Priority -->

[crythias]

Did you read the "if you get errors, use the input type=hidden" part?

[TimCuttill]

I tried to follow your directions and was able to remove the priority box on the customer end, However was getting and error message when creating a new ticket. I did use the line <input type="hidden" name="Priority" value="3 normal"/> but still was unable to get this to work. I am running OTRS version 3.0 maybe this is done differently for this version. please help. Thanks

Also I have attached my original CustomerTicketMessage configuration.

CustomerTicketMessage.txt

[crythias]

What is the error message? What does SysLog say? Did you change the default priority labels?

[bayerex]

I've used the above advice to hide priorty from the customer. It has so far worked hiding it from the customer page but not from the print output. The priority is still being included in the pdf. I would really like to hide this from the customer!

Done so far:

-Comment out all references to 'Priority' in: CustomerTicketZoom.dtl, CustomerTicketPrint.dtl, CustomerTicketMessage.dtl
- Added following line to CustomerTicketZoom.dtl:

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<input type="hidden" name="Priority" value="1. minor"/>

Have also run following scripts:
perl bin/otrs.RebuildConfig.pl
perl bin/otrs.DeleteCache.pl

Any ideas?