Turn off auto priority

[Marwain]

Hello,

we have defined services in OTRS, which we are using only to evaluate the tickets according to some categories. Therefore we do not use the Criticality and Impact attributes at all.

The problem is that the services require Criticality by default, just as ticket requires Impact to be selected. The problem occurs, when there is already a correct priority of ticket selected and the agent selects the service: the priority is then changed according to the CIP matrix to different value than it was before. Many times the agent doesn't notice this and accidentally changes the priority.

Is there a way to completely turn of the Criticality and Impact? Or at least turn off the automatic selection of priority?

Thanks in advance