How can create custom incident level categories for users to select when submitting a ticket?

Question

This is regarding JIRA Service Desk software. Our current customer SLAs requires for users to be able to mark the urgency level of their ticket (ex. Severity Level 1, 2, 3 and 4). Is there a way I can create a custom urgency level field? It would be very similar to the priority field (Block, High, Medium, Low, Minor) JIRA offers but with different selectable language.

If it is possible, is there a way to link SLA goals to that custom field?

unknown · Accepted Answer

Hi @Efren Sandi,

Just to clarify, do you want to use a custom field known as Severity, which has similar function to the Priority field in that you select which option suits the issue best, and you want to be able to customise the options depending project?

If so, then you could set up a custom field context without having to create another custom field.

Also, yes you can set up SLAs with any JQL query. I have done this myself using a Priority Field, a different context and SLA rules that were easy to customise to my needs.

I hope I have not misunderstood your requirements.