How can I hide or disable specific values(Impact/Urgency) on the customer portal

[charu]

Hello!

I am setting up a self service portal in JIRA SM and I need some guidance configuring the impact and urgency field.

For end users, I want to hide Impact and Urgency values that can create a P1/P2 tickets.

Ex- Impact - Extensive, Urgency - Critical

I am following this priority matrix - Create an impact urgency priority matrix | Jira Service Management Cloud | Atlassian Support

These options can only be used by IT team, not by the end users.

Is there a way to hide them on the self service portal ?

[Trudy Claspill]

Hello @charu 

Welcome to the Atlassian community.

I don't know if there is a way to hide those values using the original fields.

A possible work around would be to create two custom fields with limited options and make those two custom fields available in the portal. Then use an Automation Rule to update the original fields (that have all the options) based on the values entered in the two new fields by the customer.

[Vamsi Kandala]

Hi @charu

Welcome to the Atlassian community.

Jira does not have the feature out-of-the-box to implement this.  But, if you have a marketplace plugin like Adaptavist ScriptRunner, you can create the behavior to hide the options for certain users of the group and show only for users of IT team group.

Hope this helps.

Thanks,
Vamsi

[Trudy Claspill]

Adding to this...

@charu did not explicitly say if they are using JSM Cloud or JSM Data Center, but referenced a document for JSM Cloud.

Adaptavist ScriptRunner Behaviours is not support for JSM Cloud project yet.

https://docs.adaptavist.com/sr4jc/latest/features/behaviours/behaviours-supported-fields-and-products

[Rock]

You can’t hide specific Impact or Urgency values directly in the default fields. A workaround is to create two custom fields with only the options you want end users to see. Then use an Automation Rule to map those selections to the original fields, which retain all options for your IT team. This way, customers can’t select P1/P2 values, but your internal processes still work correctly.