PriorityAsString : Priority and FinalPriority show "unknown"

Hello,

I use the extension PriorityAsString on a new RT 4.2.6 (still under testing).

The settings in RT_SiteConfig :

Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100));
Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));

Test 1/ When I create a new ticket, the ticket display page shows :
Priorité: Standard / Standard

This is OK. Fine.

Test 2/ When I create a new ticket by sending a mail to a queue, the ticket display page shows :
Priorité: unknown / unknown

Then, when I click to modify the ticket, both fields are already set to Standard; and when I save, I get confirmation both fields have been changed from unknown to 50.

Why these fields show ‘unknown’ when ticket is created by mail ?
By the way, it’s the same for InitialPriority, but it is not displayed in the ticket.

Thanks a lot for your help,
Regards,
Elisabeth

In the queue’s settings, have you set a default initial priority of 50?On 03/10/2014 2:50 am, elifree@free.fr wrote:

Hello,

I use the extension PriorityAsString on a new RT 4.2.6 (still under
testing).

The settings in RT_SiteConfig :

Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100));
Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));

Test 1/ When I create a new ticket, the ticket display page shows :
Priorité: Standard/Standard

This is OK. Fine.

Test 2/ When I create a new ticket by sending a mail to a queue, the
ticket display page shows :
Priorité: unknown/unknown

Then, when I click to modify the ticket, both fields are already set to
Standard; and when I save, I get confirmation both fields have been changed
from unknown to 50.

Why these fields show ‘unknown’ when ticket is created by mail ?
By the way, it’s the same for InitialPriority, but it is not displayed in
the ticket.

Thanks a lot for your help,
Regards,
Elisabeth


RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Hello Alex,

No, I didn’t set a default initial priority neither a final priority for the queue.

----- Mail original -----

| De: “Alex Peters” alex@peters.net
| À: elifree@free.fr
| Cc: rt-users@lists.bestpractical.com
| Envoyé: Vendredi 3 Octobre 2014 02:20:33
| Objet: Re: [rt-users] PriorityAsString : Priority and FinalPriority
| show “unknown”

| In the queue’s settings, have you set a default initial priority of
| 50?| On 03/10/2014 2:50 am, < elifree@free.fr > wrote:

| | Hello,
|

| | I use the extension PriorityAsString on a new RT 4.2.6 (still under
| | testing).
|

| | The settings in RT_SiteConfig :
|

| | Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute =>
| | 100));
|
| | Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));
|

| | Test 1/ When I create a new ticket, the ticket display page shows :
|
| | Priorité: Standard / Standard
|

| | This is OK. Fine.
|

| | Test 2/ When I create a new ticket by sending a mail to a queue,
| | the
| | ticket display page shows :
|
| | Priorité: unknown / unknown
|

| | Then, when I click to modify the ticket, both fields are already
| | set
| | to Standard; and when I save, I get confirmation both fields have
| | been changed from unknown to 50.
|

| | Why these fields show ‘unknown’ when ticket is created by mail ?
|
| | By the way, it’s the same for InitialPriority, but it is not
| | displayed in the ticket.
|

| | Thanks a lot for your help,
|
| | Regards,
|
| | Elisabeth
|

| | –
|
| | RT Training November 4 & 5 Los Angeles
|
| | Training — Best Practical Solutions
|

Hi Elisabeth,

if you don’t set a InitialPriority on the queue page, the priority of a
new created ticket is 0. As you didn’t defined a mapping for 0 in
PriorityAsString config you get the ‘unknown’ priority.

Just add ‘Aucun => 0’ to your PriorityAsString config and everything
should be fine.

ChrisAm 02.10.2014 um 18:49 schrieb elifree@free.fr:

Hello,

I use the extension PriorityAsString on a new RT 4.2.6 (still under
testing).

The settings in RT_SiteConfig :

Set(%PriorityAsString, (Standard => 50, Moyenne => 80, Haute => 100));
Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute));

Test 1/ When I create a new ticket, the ticket display page shows :
Priorit�: Standard/Standard

This is OK. Fine.

Test 2/ When I create a new ticket by sending a mail to a queue, the
ticket display page shows :
Priorit�: unknown/unknown

Then, when I click to modify the ticket, both fields are already set to
Standard; and when I save, I get confirmation both fields have been
changed from unknown to 50.

Why these fields show ‘unknown’ when ticket is created by mail ?
By the way, it’s the same for InitialPriority, but it is not displayed
in the ticket.

Thanks a lot for your help,
Regards,
Elisabeth

Thanks Chris for your reply, it works fine now !
Elisabeth

----- Mail original -----
| De: “Christian Loos” cloos@netcologne.de
| À: elifree@free.fr, rt-users@lists.bestpractical.com
| Envoyé: Mercredi 8 Octobre 2014 08:39:02
| Objet: Re: PriorityAsString : Priority and FinalPriority show “unknown”
|
| Hi Elisabeth,
|
| if you don’t set a InitialPriority on the queue page, the priority of
| a
| new created ticket is 0. As you didn’t defined a mapping for 0 in
| PriorityAsString config you get the ‘unknown’ priority.
|
| Just add ‘Aucun => 0’ to your PriorityAsString config and everything
| should be fine.
|
| Chris

Thanks Chris for your reply, it works fine now !
Elisabeth

----- Mail original -----
| De: “Christian Loos” cloos@netcologne.de
| À: elifree@free.fr, rt-users@lists.bestpractical.com
| Envoyé: Mercredi 8 Octobre 2014 08:39:02
| Objet: Re: PriorityAsString : Priority and FinalPriority show “unknown”
|
| Hi Elisabeth,
|
| if you don’t set a InitialPriority on the queue page, the priority of
| a
| new created ticket is 0. As you didn’t defined a mapping for 0 in
| PriorityAsString config you get the ‘unknown’ priority.
|
| Just add ‘Aucun => 0’ to your PriorityAsString config and everything
| should be fine.
|
| Chris