mx3design Posted June 21, 2009 Share Posted June 21, 2009 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 0 Quote Link to comment Share on other sites More sharing options...
Erik H. Posted June 21, 2009 Share Posted June 21, 2009 Jay, I understand what you mean but the priority setting is to give the priority and not the ageinig ... I think what you are doing is not contributing to a right way of working. So in your situation all tickets that are open a LONG time get the HIGHEST priority by design? 0 Quote Link to comment Share on other sites More sharing options...
mx3design Posted June 21, 2009 Author Share Posted June 21, 2009 Yes thanks for your reply; you're quite right, my plan had fatal flaws.. 0 Quote Link to comment Share on other sites More sharing options...
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