Ticket Created on Help Desk Does Not Have Priority Field

gamze_usae00

Hi,

When a customer is creating a ticket using help desk, the form does not have priority field setting. I could not find where to configure help desk issue create screen. When the ticket is created on help desk,  a new Jira is being created on atlassian. And when the ticket is created with "Critical" severity on help desk, it still maps to priority "medium" on Jira side. Could not find how to change the mapping as well.

Is there a solution for this?

Thanks

Robert Wen_Cprime_

Hello, @gamze 

You need to add the Priority field to the Request Type that maps to your Jira issue.

From Project Settings, click on Request Types

Choose the Request Type

From the Request Type, select the Request Form tab

In the Visible Fields section, click the Add a Field button.  The following modal should pop up.

Find Priority, select it, and click Apply.