Removing priorities for users

[leisse]

Is there a way to remove the priority list from the ticket submission area for users? I have a good feeling that every user ticket is going to be "critical" and we don't want users to prioritizing their own tickets. We do want staff to be able to assign a priority if it needs to be escalated, but we don't want users doing it.

[Nika Gerson Lohman]

Just remove all and keep one you call "support"?

[Varun Shoor]

You can change Priority Select field in the Ticket Submit template to a Hidden one.

Regards,

Varun Shoor

[scottpaterson]

Varun, can you explain how to do this more precisely please ? I have had a go to see if I can do this, but it hasnt worked.

Thanks

[linugen]

Here's how to do this in v 3.00.90. In Admin CP go to Templates > Manage Templates > Tickets and select the 'submitticket' template. At about line 34, comment this block of code, using '<!--' and '-->':

<!--
	  <tr>
		<td align="left" valign="top" class="row2" width="30%"><span class="<{if $posterror == true && $priorityid == ""}>redtext<{else}>smalltext<{/if}>"><{$language[tpriority]}></span></td>
		<td><select name="priorityid" class="swiftselect" type="hidden">
		<{foreach key=key value=item from=$ticketpriorities}>
		<option value="<{$item[priorityid]}>" type="hidden" style="COLOR:<{$item[frcolorcode]}>;BACKGROUND:<{$item[bgcolorcode]}>;"<{if $tgroup[priorityid] == $item[priorityid]}> selected<{/if}>><{$item[title]}></option>
		<{/foreach}>
		</select></td>
	  </tr>
--> 

Then right below it, add the following line:

<input type="hidden" name="priorityid" value="1">

This will make sure the user cannot select the priority when entering a ticket via the web interface and set the default priority for such tickets to 1 (Low)