Different priorities per service desk

Denis Uschapivsky

Hello team.
I want to know that Jira has the ability to create different priorities for each Service Desk.
For example: Helpdesk A have priorities High, Medium, and Low, but Helpdesk B have the priorities Highest, High, Medium, Low, and Lowest.
Is that possible in Jira (cloud version)?

Ignacio Pulgar

Hi @Denis Uschapivsky ,

Priority Schemes are not available on Cloud.

The workaround would consist of creating a new custom field of type single-select named "Priority Level" (important not to name it Priority, to avoid confusion) and create a different context for each of your Service Management projects.

However, I would recommend not to apply such a workaround, as Jira's native Priority field is already the best field for setting the priority:

• it counts with an icon for each priority value, which makes it easier to detect important issues
• it is automatically displayed in boards, and represented great in multiple dashboards and reports
• easier to query with JQL, allowing shorter ways to refer to multiple levels, like:
  priority > Medium
• it already counts with a convenient Medium default priority, which allows to have 2 higehr levels and 2 lower levels. This is optimal from a functional design point of view, as it allows to apply a default value when an issue is not especially important or unimportant (or urgent/not urgent), and so it allows 2 more levels on either side.

Besides, some apps may assume you make use of the native Priority field.

Another potential workaround would consist of using the "Priority Level" custom field on the create screen, and on the request type, and map the values to Jira's native Priority values.

Anyways, as the number of custom fields is a factor that impacts on Jira performance, my recommendation would be to stick to the 5 built-in priorities and adapt the processes to the tool (best practice).

Hope it helps.

Best regards