Support tickets are opened as critical

Mariana Mopty

Hello, i have a project set up for support, every time a costumer opens a tickets (support, bug or new feature) its opens with a critical priority even though we set it up the default priority as high, do you have a route to set up the configurations? 

 

Thanks 

Brant Schroeder

If your project is a Jira service desk project then you should check the following areas to make sure that the priority is not being changed;

• Request type
  • Can the user set the priority?
  • Is the Priority hidden and set to critical?
• Service Desk Automation
  • Is there a service desk automation that is setting the priority to critical?
• Workflow
  • Is there a post function on issue create that is setting the priority to critical?
• Third Party Plugin
  • Make sure that a third party plugin is not setting the priority to critical? (Automation for Jira, ScriptRunner, etc.)

 

If your project is Jira Core or Jira Software then you should check the following areas to make sure that the priority is not being changed;

• Issue Create Screen
  • Can the customer set the priority on the issue create screen?
  • Can the customer update the priority on the view or edit screen?
•  Workflow
  • Is there a post function on issue create that is setting the priority to critical?
• Third Party Plugin
• Make sure that a third party plugin is not setting the priority to critical? (Automation for Jira, ScriptRunner, etc.)