How can I set a default priority level for each service request?

[Kalin U]

Dear community,

What are your suggestions for setting a default priority level for each customer request type?

Here's some context.

• I have 15 customer request types.
• They all display the same priority levels, e.g. Critical, High, Medium, Low.
• They all map to the same issue type, e.g. Service Request.
• Request types 1-4 should default to Low, 5-15 should default to Medium.
• The customer who raises a ticket should be able to change the priority, but if left untouched, the default priority for the request type is selected.

I administer a JSM Cloud instance. I prefer out-of-the-box Jira functionalities, though marketplace apps are also acceptable if they are up to the job.

[Pramodh M · Accepted solution]

Hi @Kalin U 

Use Jira Workflow Toolbox Add-on or Scriptrunner add-on to get this customisation. If you still need to go not choosing any of the add-ons, create workflow for each issue type and have a initial post-function to automatically choose the priority.

I hope this solves your issue

Thanks,

Pramodh

[Pramodh M]

FYI @Kalin U 

When you need to go with issue type approach, you need to create 2 issue types in order to set the priority for thier respective support requests

[Kalin U]

@Pramodh M Thanks a lot for the suggestions!

I cannot use post-functions as I still want to let the customer decide on the priority when raising a ticket. The only thing I need is suggest a different priority to the customer for the different request types, not set them automatically post-creation.

[Pramodh M]

Hi @Kalin U 

In this case we would need to go with plugin option as I have mentioned earlier

[Kalin U]

@Pramodh M If we go with JWT for Jira Cloud, how can I set the default priority per request type presented to the customer in the portal?

The same goes for ScriptRunner :)

[Pramodh M]

Hi @Kalin U 

Here's the reference

https://apps.decadis.net/display/JWTCLOUD/Update+fields#expand-Fields

[Kalin U]

Thanks. Unfortunately, it doesn't help as the reference is for setting a Priority after the ticket was created. I would like to present / show different default value in the Priority field of a service request during the ticket creation.

An example: for Incident the default Priority that the customer sees is High (but they can change it they want); for New laptop the suggested Priority is Low (but the customer can still change it if they want).