How do allow customers to log their desired priority on Change Request tickets on Jira Service Desk

Kat Haladus

An ex-collegue set up our service desk on Jira and so I can't tell if this is something he set up himself or if it's a limitation of the platform.
We have different issue types that customers can log. When clients raise a bug we allow them to set a priority but only within P2 and P4. As admins we can change the priority to P1 or P5. Therefore, when a customer logs a bug with P2 priority, it shows up as that.
The problem lies with our Change Request tickets. When they create a ticket they get to say if it's priority Low, Medium or High but regardless of what they choose, it goes to P3 on the ticket.
I can't figure out where to change this.

Paul Romanus_nilzvk

Hi Kat,

I understand from your description  that you have two sets of values for different Issue types for the 'Priority' field/custom field, both accessible from the same Service Desk Project customer Portal:

• 'Bug' Priority = P1|P2|P3|P4|P5
• 'Change Request' Priority = Low|Medium|High

Given I've understood the information correctly, a possible scenario may be that  your ex-colleague has created an additional Custom Field named 'Priority' that is displayed on the Service Desk Request form for a Change Request with Values low|medium|high.

But with the Standard Priority field marked as hidden/(Use preset value and hide from Portal - and it's value preset to P3) on the Request form for a Change Request.

See attached s/s

If this is the case, then remove the custom Priority field from the Change Request form and show/add the Standard 'Priority' Field

Hope this is of help, or at least points you in a useful direction, if I've got the wrong end of the stick, please correct my understanding

Kind regards