Change priority settings for mail handler ticket creation

Bart Meerveld

I've set up a mailhandler that creates incidents from mails. We have 4 priorities with p1 being the highest and p4 being the lowest. When a regular mail is handled it will be set to be a P3 priority.

However when a mail is send with high priority marked the mail handler creates a P1 which notifies our entire management. Can i change this so that high priorities mails will create a P2 ticket?

Thanks in advance.

Nic Brough -Adaptavist-

No, the decision is effectively hard coded into the email handler, so there's nothing you can do directly.

You will need to find or write an add-on that can provide another mail handler that can do what you need with the priority field.