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mail notification priority issue

sunita yadav

I am facing as issue.

In JIRA service desk we have applied automation rule for priority, when we select severity and impact of an incident, priority calculation happens based on automation.

Problem:-

1. In mail incident priority shows as P3.

But when we priority on ticket in JIRA service desk is P1, which is right.

Why in mail P3 is coming which is wrong.

Accepted answers

All comments

Jack Brickey

can you provide the details of your automation? That is the first place to look.

sunita yadav

JIRA issue.png

Jack Brickey

thanks. So if I understand correctly - If you create an issue from the app the default priority is set to High (P1) but if an issue is created via the email channel then it is medium (P3). Now you mention "incident priority" so I want to ensure we are talking about Jira's default "Priority" field and not some custom field, correct?

As I'm sure you are aware Priorities are at the system level not the project level. So if you go to your system admin area (Settings>Issues>Priorities) you will see all priorities listed, one of which will be default. I expect that P1 is your default. Please confirm.

Now this priority could be overridden from w/in an individual project for a given Request Type IF the field is hidden. So lets check that possibility out. Navigate to Project>Settings>Request Types and Edit Fields for the request type allocated to the email channel. Is the Priority field displayed under the "Hidden fields with preset values section". If so is the preset set to P3?

sunita yadav

My issue is:-

1. Customer created an issue from his dashboard as Priority SEV1.

2. In notification which comes from JIRA when any issues created, in that it showing me priority SEV3.

3. On issue detail screen it comes as Sev1.

Why in mail notification it comes as Sev3.

Attaching screenshot.

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