How to tailor Priorities to a a customer request

[Alison Young]

Hi, we use both JIRA and JIRA Service Management (Cloud).  In JIRA internally we want to be able to use 'highest' and 'lowest' priorities in our development tasks (along with the other priorities), but on Service Management I don't want our customer to have these options in Raise a Request as our SLA with them is only for High, Medium and Low support.

I read around this and understand that this is managed through Priorities Schemes, but that this is not available as a menu option in JIRA Cloud.

How therefore do I do this on the Cloud version?

[Nic Brough -Adaptavist- · Accepted solution]

I am afraid you can not.  The priority field is still a global field on Cloud Jira.

The best you can do at the moment is create your own custom priority field, with a different list of options (and none of the extra functions priority gives you)

A slightly clunky alternative might be a bit of an automated kludge - I've got a client who needs "high, medium, low, trivial (cosmetic)" in their development projects, but "high, medium, low" for their customers (for the SLAs, just like you).  They put some text on screen to tell customers "trivial will be treated as low" and then there's an automation that says "if priority set to trivial, change it to low".  Looks a bit odd, but does the job for them.

[Alison Young]

Disappointing (in terms of not being available on Cloud Jira) but appreciate the suggestions.