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🍂🍻APPtoberfest 2023🍻🍂 The priority party

So our party team has to plan the APPtoberfest and set up a service desk for it. Colleagues can submit requests with their ideas and can prioritize them.

But when is comes to priority, it can be hard to find the most important tasks.

Let’s start with the most native approach: a free text priority field



You’ll get requests like: important, urgent or critical. Sometimes those words are amplified: extra critical, very important, extremely urgent.

Whats the next task? very important or extra critical?


The built-in feature: Jira priority


Few Jira admins will use free text or this, as Jira provides a priority select with 5 values in default: Lowest, Low, Medium, High, Highest.

This makes things much clearer!

But if you use this, many users will choose highest, as they don’t know the scale.


Clear up the dimensions with awesome custom fields

To tackle this problem, awesome custom fields provides a new field called “Priority Matrix”. Two simple dimensions with three values each, helps customers to provide a priority value. The dimensions “Impact“ and “Urgency“ have clear meaning and can be set with an easy to use slider.



The result of this is a number between 1 (highest) and 5 (lowest) and is calculated using a 3x3 matrix like this


The number value can then be used to sort the queue and help agents to decide which task to check first.



That’s not all

awesome custom fields can do a lot more for you to extend your Jira Service Management. Many custom fields can be used in service requests and provide useful information to customers.

For example, you may

  • connect Related Issues (“Issue Picker“ field),

  • show Progress or

  • add Components (“Color Labels“ field and “Cascading Select” field).

The agent view


The customer view




And this was just a selection. Find many more fields for your ITSM solution!

Check out awesome custom fields and the extension for JSM on the Atlassian Marketplace for FREE or book a demo.





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Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 5, 2023

Looking gooooood! 👀

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Svenja Lorenzen
Rising Star
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October 5, 2023

This is great. Assessing the impact and urgency separately can be very helpful!

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Pablo Grueso October 5, 2023


I just discover Awesome Custom Fields app, and it's really... awesome! :) 

About Priority Matrix concept, it's clearly a powerful tool to create aligment in large teams.

But you can get an aditional resource if you can choose the variables of each axis, to create your custom Priority Matrix, as in this App (yes, I confess, I'm the author :))

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Clara Roder October 9, 2023

Great use case! Didn't know this was possible :) 

Paul Pasler
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
October 10, 2023

@Kelsey Van Scoy I've added the tags and embedded video at the bottom of the article.

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Michaela Mayer _K15t_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
October 13, 2023

Looks  awesome. Will try that out!

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Mike Carstensen October 13, 2023

"Your request is bananas!" - We will treat it accordingly. :-) 

Looking good! 👍

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