[SOLVED] Customize Priority Pop-up Window

[CSL]

Hi there,

I've recently been trying to implement a basic ITIL config on our 3.0.11 system for automatically setting the ticket priority using the Impact / Criticality matrix. I've installed all of the ITSM version 3 packages except ITSM Change managment. To make this as easy as possible for our agents, I've created 4 services based around 'Urgency':
1 - Not Urgent
2 - Low Urgency
3 - Normal Urgency
4 - High Urgency

These of course have criticality values associated with them (1 - 4), and when combined with setting the Impact on a ticket successfully assign an automatic priority from the Impact / Criticality matrix.

What I'd like to do is customize the priority editing pop-up window that opens when the 'Priority' button is clicked in ticket zoom view. I'd like to:
Change the 'Service:' text at the top to 'Urgency:', and move this down beside 'Impact:'
Remove 'Service Level Agreement' from the form completely

I haven't managed to find any other posts asking about this, so apologies if it's been covered before. Any pointers at all on how to go about this are really appreciated.

Thanks

[crythias]

you can edit the dtl for that action. It's the only way you'll be able to do it.

[CSL]

Thanks crythias,

I've managed to track it down to:
Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl

Editing this has produced the results I wanted. It was difficult to identify which dtl file I needed, so I made a list of all the .dtl files added by the ITSM modules and searched them for the text 'Service'. Several of them seemed to have what I needed, but editing them didn't change the priority pop up window, so I kept trying until that one did.

Cheers