mx3design

Yes thanks for your reply; you're quite right, my plan had fatal flaws..

New user's first post so be kind! Is there a method (configuration or customisation) to set the default ticket status to low for new tickets created by emails? I don't want users to be able to set their own priority so have customised and hidden the tpl option but if a user creates a ticket via email the status defaults to normal. The reason behind this is to make good use of the ageing function. Best wishes, Jay