Dear community, What are your suggestions for setting a default priority level for each customer request type? Here's some context. * I have 15 customer request types. * They all display the same priority levels, e.g. Critical, High, Medium, Low. * They all map to the same issue type, e.g. Service Request. * Request types 1-4 should default to Low, 5-15 should default to Medium. * The customer who raises a ticket should be able to change the priority, but if left untouched, the default priority for the request type is selected. I administer a JSM Cloud instance. I prefer out-of-the-box Jira functionalities, though marketplace apps are also acceptable if they are up to the job.

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How can I set a default priority level for each service request?

Kalin U

Dear community,

What are your suggestions for setting a default priority level for each customer request type?

Here's some context.

I have 15 customer request types.
They all display the same priority levels, e.g. Critical, High, Medium, Low.
They all map to the same issue type, e.g. Service Request.
Request types 1-4 should default to Low, 5-15 should default to Medium.
The customer who raises a ticket should be able to change the priority, but if left untouched, the default priority for the request type is selected.

I administer a JSM Cloud instance. I prefer out-of-the-box Jira functionalities, though marketplace apps are also acceptable if they are up to the job.

Accepted answers

Pramodh M

Hi @Kalin U

Use Jira Workflow Toolbox Add-on or Scriptrunner add-on to get this customisation. If you still need to go not choosing any of the add-ons, create workflow for each issue type and have a initial post-function to automatically choose the priority.

I hope this solves your issue

Thanks,

Pramodh

All comments

Pramodh M

Hi @Kalin U

I hope this solves your issue

Thanks,

Pramodh

Pramodh M

FYI @Kalin U

When you need to go with issue type approach, you need to create 2 issue types in order to set the priority for thier respective support requests

Kalin U

@Pramodh M Thanks a lot for the suggestions!

I cannot use post-functions as I still want to let the customer decide on the priority when raising a ticket. The only thing I need is suggest a different priority to the customer for the different request types, not set them automatically post-creation.

Pramodh M

Hi @Kalin U

In this case we would need to go with plugin option as I have mentioned earlier

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