Editing of drop down fields on ServiceDesk Management CUSTOMER PORTAL

[Vanessa Becker]

Hi Admins!

I am stuck. Where do i change the drop down fields on my customer porta?

I cannot seem to find it on my custom fields of fields configuration.

Note attached example.

[Vanessa Becker]

[Velizar Borisov]

Hi Vanesa!

The priority field is a system field and it's values are populated in System > Issues > Issue Attributes > Priorities.

Custom fields you would like to expose on your portal are managed in the custom fields section.

[Dirk Ronsmans]

Hi @Vanessa Becker ,

The field you are pointing at is the Priority field. That's a special one.

You won't just find it in the custom fields (as is is a system field) and priorities you'll have to change globally.

As this is something that will impact all projects (cloud doesn't have priority schemes (yet)) be carefull!

it might be better to create a new select custom field and use some automation to map the custom field to your priority field.

[Kathi Paquet]

For one implementation, we hide the priority field in the JSM Field Configuration and utilized the "Urgency" field instead.  The client had so many different priority options for other teams were using JIRA Software and this confused the Agents.  By using another field, the team was able to utilize the "Urgency" to determine the prioritization.  In addition, as Dirk mentioned, it may be better to create a new custom field.