Priority is preset

AISWA Support

The Priority is preset based on the JQL i created which is based on our own SLA. however when a customer creates a ticket on a request type he/she chooses. the priorty on the ticket changes it self. 

I have eliminated the option for the customer to choose a priority level. which is great. because it is preset by us.  

on the SLA a request type is critical. however when i review the ticket is shows up as medium. 

Could you please let me in identifying where the problem lies. I reviewed the project settings over and over again but cant seem to find the issue. 

Angélica Luz

Hello AISWA,

Thank you for getting in touch with Atlassian Community!
On Jira Cloud, there is a configuration for priority where we can choose what will be the default priority for all tickets.
As this is a global setting, it will be applied to all projects on the instance.
You can check this information on Jira settings > Issues > Priorities. On this page, you can choose what will be the default priority, colors, icons, remove or add new priorities.

If you don't want to affect other projects, the best option, in this case, is to create an automation to change the priority when the issue is created. Here is a simple example that will change the priority if the issue type of the ticket is a bug:



Hope this helps!
If you have any other question, please let us know.

Regards,
Angélica