Has anyone implemented using text tags (Normal, High, Emergency) in place of
numeric priority in RT?
I’m not crazy about it, but the higher-ups have decided that have 100
different priorities is too confusing for users. They would like there to
be a simple pull-down list of the three aforementioned priorities, and for
ticket lists to be displayed color-coded by priority. (The latter is
trivial to do by comparison.)
Trying to change the actual priority field everywhere seems like a foolish
thing to do. It seems to me there might be a way to do this with a custom
field and a few scrips that set priority based on the value of that field.
What I’m hoping is that someone has done the hard work for me already. 
James P. Goltz (LHC/NLM/NIH)
Email: jgoltz@mail.nih.gov