Change priority settings for mail handler ticket creation

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.

2 answers

1 accepted

1 vote

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.

Thank you mr Brough. Helpful as always.

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

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

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