Ability to define 2 priority systems in the same project

Question

Hello

Currently, we have the ability to set 5 priority levels regardless of the ticket type. We would like to keep this approach for support requests and updates. However, we would like something different for bugs, with 4 priority levels from most to least important: Blocker: The whole product is not responding. Data lost or corrupted. Critical: Some major capabilities are not usable. Major: One or more features are not functioning as expected, the experience is degraded. Default: Minor: The issue concerns certain corner cases of a feature; the experience could be better. Is this possible? if yes !How?

Marc -Devoteam- · Answer

Hi @khawla

You can achieve this by using automation.

Remove the priority field from the request on the portal.

Create a field (example), urgency. (select field (single option).

Based on the options in the select field, create your automation rule that when issue created and with condition the type equals Bug and use If/Else to specify based on the urgency, set the priority.

You project will still have the 5 prio's, but on the bug request the field urgency in combination with the automation rule will set the priority field

Tomislav Tobijas · Answer

Hi @khawla ,

Currently, you cannot set/configure priorities per issue/work item type. There's an open feature request for it: JRACLOUD-84428: Set Priorities per Issue Type (if we're looking at Jira in general)

You'd probably need to create some custom field (or form field if you'd like to only display those specific bug priorities during request submission) and set those values such as Blocker, Critical...

It depends a bit on the process itself—whether customers or agents need to set those values as well and whether agents can see other values.

Cheers,
Tobi