Default priority always low

[saaiber]

No matter what priority I set for help topics, each time a user opens the webinterface the default priority is low, I would like to have this as normal by default.

How can i fix this please?

Grtz,

Nic

[peter]

Nic,

It is probably getting overwritten by the user if "Allow client to overwrite/set priority" is enabled. Check your preference settings.

[saaiber]

Peter,

I think i explained it badly ;) What I mean is that when a client is allowed to override the priority, the priority field is visible on the open.php screen. There the default priority is always low. So every user that sends in a ticket and doesn't change the low to normal will send in a ticket with low priority.

What I would like is that the default priority in the dropdown box shows normal priority.

If you don't allow users to override the priority, automatically the dropdown box doesn't show for the user in the webscreen, so there is no problem.

Nic

[4ice]

Hi Nic,

the dropdown is created in the file open.inc.php:
<?
if($cfg->allowPriorityChange() ) {
$sql='SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE.' WHERE ispublic=1 ORDER BY priority_urgency DESC';
if(($priorities=db_query($sql)) && db_num_rows($priorities)){ ?>
<tr>
<th>Priority:</th>
<td>
<select name="pri">
<?
while($row=db_fetch_array($priorities)){ ?>
<option value="<?=$row['priority_id']?>" <?=$info['pri']==$row['priority_id']?'selected':''?> ><?=$row['priority_desc']?></option>
<?}?>
</select>
</td>
</tr>
<? }
}?>

Change it in:
<?
if($cfg->allowPriorityChange() ) {
$sql='SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE.' WHERE ispublic=1 ORDER BY priority_urgency DESC';
if(($priorities=db_query($sql)) && db_num_rows($priorities)){ ?>
<tr>
<th>Priority:</th>
<td>
<select name="pri">
<?
$info['pri'] = ($info['pri']!="") ? $info['pri'] : 2;
while($row=db_fetch_array($priorities)){ ?>
<option value="<?=$row['priority_id']?>" <?=$info['pri']==$row['priority_id']?'selected':''?> ><?=$row['priority_desc']?></option>
<?}?>
</select>
</td>
</tr>
<? }
}?>

It's not the most beautifull way, but it works.

[saaiber]

Thank you very much 4ice! :)

Nic