[SOLVED]issue when assigning ticket's priority

[eandrex]

Hi, i updated from 3.0 to 3.2

everything is working fine, except that when i create a ticket and i try to edit its service/sla/priority (Action=AgentTicketPriority), whenever i update the service, otrs does an ajax request and then the priority gets unassigned..and if i try to update the priority after that..it does the same, an ajax requests and then unassign itself

i dont have any ACL involving priorities. i have read logs and i dont see anything related to my issue. i also have installed ITSM

pd: i did changed prioritys lables when i was on 3.0

otrs is running on centos+mysql

thank you for any help

[crythias]

pd: i did changed prioritys lables when i was on 3.0

Might need to revisit this. Check your default priority in SysConfig.

[eandrex]

hi, crythias. Thanks for reply. i figured out what was happening.

I was running two problems

1) before update, i did an install of basic OTRS (without ITSM) and start writing a template from scratch. One file i needed to edit whas AgentTicketCommon.dtl, after having finished my template, i updated my old otrs to 3.2 and installed my custom templated.. for my surprise ITSM uses a custom AgentTicketCommon.dtl, so when i tried to edit a ticket's priority, OTRS was taking the AgentTicketCommon.dtl from my custom template(the one without itsm stuff) so duh..first mistake..after i took the new agentticketcommon.dtl and replaced it for my template one.. a part of my issue got resolved(i could see "impact" field while editin ticket's priority)

2) i could see impact field, but it was empty..OMG!...so i went to see my dynamicfields and saw "FreeTicketText14 | Impact | Dropdown | Valid"..so it should be what i was looking for...so i clicked on it and i saw that the dropdown list didnt have values..after i added

1 very low
2 low
3 normal
4 high
5 very high

my issue got resolved ..Now whenver i seleect an impact..the priory updates by itself with the right one(becase of the matriz i defined)

thank you