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] · Accepted solution]

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.

[Bart Meerveld]

Thank you mr Brough. Helpful as always.

[Aron Felberbaum]

Check out Enhanced Mail Handler addon, supports this feature and many more great features.

[Bart Meerveld]

Thank you Aron but we don't need that much extra features and just the priority isn't worth the money in my eyes.