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Customize Severity levels when creating a Major Incident

Jackie Yeung_juk8zc

In the "Create a major incident" form that can be opened from a JIRA Service Management ticket, there is a Severity field that can be set to Sev 0/1/2/3. However, our organization uses a different Severity scheme, and even though I've updated the Severity field's values in JIRA settings (and they are reflected everywhere else in JIRA), it doesn't seem to affect this form. Is there a way to configure the Severity levels in this drop-down?

Screen Shot 2021-01-06 at 5.52.32 PM.png

Accepted answers

All comments

Nic Brough -Adaptavist-

Severity is not a standard issue field in Jira.

One of your admins has added a custom field for it. You'll need to talk to your admins about setting up different options for it.

Jackie Yeung_juk8zc

I have already updated the Severity custom field with different values, and it displays these values in every other screen in JIRA (including JIRA Service Management tickets). The only screen where it doesn't reflect the same values is in this "Create a Major Incident" form.

For reference, this is what this field looks like elsewhere (such as on the right rail of a Service Management ticket):

Screen Shot 2021-01-06 at 9.02.56 PM.png

Nic Brough -Adaptavist-

That means you have set up either two different severity fields or two "contexts" for a single severity field with the contexts containing different lists of options.

You've then used one context or field for your "major incidents", and the other for all the other issue types and requests. You may also have done this by using a Next-gen project for the service desk your major incidents are in - you can add independent fields with different lists in Next-gen projects.

So, check the project type first, if it's next-gen, descend into the config of the issue type behind "major incident" and edit the optiosn list, if it's a classic project, go to the list of custom fields and look for the severity, whether there are two, or two contexts for a single one.

Jackie Yeung_juk8zc

Thank you for the suggestion (I didn't think of checking the contexts before), but I confirmed that I have only one Severity field and one context for that field.

I suspect that form just uses it's own built-in value list (or another predefined set of values from OpsGenie that can't be updated, similar to the Priority field). That's ok for now, it's not a blocker and we can work around it.

Thanks again for the suggestions and helping to look into it, I appreciate it.

Natalya Ozhigova

Hi all,

Could you please tell me if it is possible to hide field severity from the screen "create a major incident"?

Nic Brough -Adaptavist-

You will need to talk to your admins - they can change the fields that appear on a screen.

Natalya Ozhigova

@Nic Brough -Adaptavist- Good advice but I'm the admin and it was the first thing that I tried to do but I couldn't find the screen. I'll very much appreciate it if you can tell me where I can find it.

The field Severity isn't used on my [System] Incident issue type and it seems these fields don't depend on fields of [System] Incident issue type at all. So it looks like some system screen, which nobody can view and edit. But perhaps someone is also faced with it and finds the workaround.

thank you

Nic Brough -Adaptavist-

Ok, no problem.

There are two places you might want to remove it from though. Service Management projects hold issues, the same as Work Management and Software projects, but they can have customer-facing requests as well (the customers create requests, the fields they fill in go towards the creation of the issue that your internal people will be working with)

If you want to remove the field from the requests, then go to "Request types" and find the one(s) you want to remove it from. Click on the name (or names in turn) to get to a screen where you can add and remove fields from the request. This will leave the field on the issue though, for agents to use.
If you want it gone completely, then look instead to the "screens"
- this will give you a list of all the issue types in the project and what "screen scheme" they are using. You'll need to check all of these in turn for each issue type you want to change.
- A screen scheme, in turn can name 1-4 screens, used for various actions - view, create, edit and "default" (the one to use when you don't name something for view, create or edit)
- You can delete the field from each screen

Be warned though - screen schemes and screens are shared objects - you should check that they are not being used by projects that do not want the changes you are going to make

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