Next Gen Service Desk Priority Setting Based on Email Setting

Erin Blomert

Hi there community,

I can't get our next gen service desk to choose the task priority based on the priority set by the email sender in their outlook.

I've seen posts about jira classic doing this, but nothing about next gen.  It seems obvious, but every task in service desk chooses the default "medium" priority despite the request emailing being "sent with high importance".   Has anyone figured this out?

Angélica Luz

Hello Erin,

Thank you for reaching out to Atlassian Community!

When using Jira Service Desk, currently, the priority from Outlook won't be reflected when creating a ticket from email. 

This is possible only for Software and Business projects, where it uses the Jira Core mail handler, which is not recommended for Service Desk.

There is a feature request suggesting the implementation of such ability:

• Email Priority Header Support for ServiceDesk

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica