OTRS::ITSM provides five ticket priority levels:
[ Criticality ]
Significance ("criticality") of the service for the IT user(s)/customer(s)
[ Impact ]
Impact of failures of the concerned service on the user(s)/customer(s)
[ Priority ]
Priority within OTRS::ITSM as resulting from criticality and impact
The OTRS::ITSM ticket priority is determined with the matrix shown below and the prioritized ticket is integrated in the queue views.
The level number, descriptions and validity can be accessed and changed in the admin interface via the "general catalog" link:
