Priority not updating automatically when ticket type changed

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retro2707
Znuny advanced
Posts: 131
Joined: 16 Apr 2014, 17:06
Znuny Version: 6.0.12

Priority not updating automatically when ticket type changed

Post by retro2707 »

Hi!

We have an ACL in place to limit the Impact that can be chosen on ServiceRequests to 4 - low and 5 - very low. This works fine. The problem comes as all tickets come in as type incident, P3 with an impact of 3 - normal. When you go to Ticket Priority to change the ticket type to ServiceRequest, the Impact updates to 4 - low however it does not automatically update the priority field.

The agent therefore thinks, ok, impact 4 - low seems fine, everything is good and clicks submit, the problem is the priority has not updated automatically.

To get the priority to update, the agent needs to go into the Impact dropdown, select 5 - very low, then change it back to 4 - low. Not ideal.

Does anyone have an idea on a way we can get the priority to update automatically in this instance?

Thanks a lot for reading! :)
Setup:
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
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