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In Customer Portal it is possible to show the "Priority" when the user open the ticket

Jonathan Centeno September 2, 2025

In Customer Portal it is possible to show the "Priority" when the user open the ticket

4 answers

1 vote
Pedro Olmo
Community Champion
September 3, 2025

Hello @Jonathan Centeno ,

 

If you add the priority field within your request type and open the ticket, you'll see the priority field. I've attached an image.

Captura de pantalla 2025-09-03 094023.png

To add fields in request types you can see the next guide: https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

 

Regards

0 votes
Kate Pawlak _Appsvio_
Community Champion
September 2, 2025

If you want to show this field but not on the request form, it's not possible to achieve it with native options. You can use our Feature Bundle for Jira Service Management to show values from fields which are not added to the request form. Of course, with this app you can configure more things, such as customizable announcement banners, customer actions to edit requests, etc.

0 votes
Aaron Pavez _ServiceRocket_
Community Champion
September 2, 2025

Hi @Jonathan Centeno 

On which view do you want to see the priority? In the request itself, or where do you see the list of requests under your name? 

For the first one, add the field to the request type.

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

The second, you can see it here:

https://community.atlassian.com/forums/Jira-Service-Management/How-can-we-project-quot-Priority-quot-quot-Description-quot-in/qaq-p/2758006

regards

Jonathan Centeno September 2, 2025

@Aaron Pavez _ServiceRocket_ The Priority is available on the list of request but when the user select the ticket no. I would like to add the Priority on the overview of the ticket.

Jonathan Centeno September 2, 2025

To add priority here once the user view the request ticket. @Aaron Pavez _ServiceRocket_ 

Screenshot 2025-09-03 000926.jpg

Pedro Olmo
Community Champion
September 2, 2025

Hello @Jonathan Centeno ,

 

If you create a forms , the fields of that form can be seen from the portal. You can see how to create form here: https://support.atlassian.com/jira-service-management-cloud/docs/create-or-edit-a-form/

regards

 

Aaron Pavez _ServiceRocket_
Community Champion
September 3, 2025

Hi!

Above the Status? sadly no. Look for an improvement here to upvote it. it should be one:

https://jira.atlassian.com/secure/Dashboard.jspa?selectPageId=10440

Regards

0 votes
Aaron Pavez _ServiceRocket_
Community Champion
September 2, 2025

Hi @Jonathan Centeno 

Do you mean to see it on this view? Where you see all your requests?

Screenshot_20250902_115646.png

For that, you need to modify the fields in the request type.

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

Add the priority field as seen here:

Screenshot_20250902_115837.png

Hope that helps!

Regards

Jonathan Centeno September 2, 2025

The priority is already in the request form but not showing on the ticket overview @Aaron Pavez _ServiceRocket_ 

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