Jira servicedesk - the priority of incoming email has change if issue ist create

unknown

Hi I need help with a problem at Jira Service Desk.

The priority of an incoming email (high) is not maintained when creating an issue. The issue then suddenly has the priority (medium). What can be the cause? The problem only occurs after an update to the version Jira Service desk 4.1.1.

 

Many thanks

Petter Gonçalves

Hello Christian,

Welcome to Atlassian community!

There are two settings that can be causing the priority field to display a different value from what you expect when creating issues through e-mail channel:

1 - There's a different default value selected for the priority field

- Navigate to JIRA Settings > Issues > Priorities > Check if the priority you want (high) is marked as the default

2 - A post function in the workflow can be changing the priority of the tickets

- Navigate to your project > Project Settings > Workflow > Click to Edit the workflow

- On diagram mode, click in the transition that creates the issue

- Check if there are any post functions in the transition that could be causing the priority field to be updated

If none of the options above applies to your scenario, can you please let us know if you are using an app to update the issue when creating it through e-mail? By default, JIRA does not have any functionality to do it, so the default priority should be respected in this case.

Let us know if this information helps.