How to line up priority between Issue and Portal

Wanda Ng_0wdz99

Hello,

In my Customer Portal, I have listed Priority as a required field in the form. (See attached: Form Priority).  The priority level does not match up to issue created in JSM. 

For example, the form's Medium becomes Major in the portal Detail view but Medium in Service Request.

Another example, the form's High becomes Critical in portal detail view but High in Service Request.

This becomes confusing to customer as they enter one state and the detail view shows them another. 

Is this configurable in my setting? 

Thanks,

Wanda

Angélica Luz

Hello @Wanda Ng,

Welcome to Atlassian Community!

Thank you for sharing the details and screenshots.

The second one shows a ticket that was created via email. When creating a request via email, only the summary and description can be required, all other fields must be optional. 

With this said, when a ticket is created via email the priority will be the default one set on Cog icon > Issues > Priorities.

Another thing that it’s important to check if it’s indeed the field Priority that is visible for customers in the portal.

When adding a field in the request form, it’s possible to add a display name, so for example, you can create a field that internally is called “Customer priority”, but you can add a display name “Priority”. So, the “real priority” will be “medium” and the priority the customer selected will be “high” because they are actually not the same field.

Please, go to the Request type > Request form and check this information.

Kind regards,
Angélica