It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How does a Service Desk customer specify the priority for a request

Gary Thompson Apr 01, 2014

We have a Service Desk for clients to use to create support requests. When they create a new request they go to the service desk, then they click on the request type that they want to use and it goes to a screen where they can enter a summary and then click 'Create' and the request is then created.
Is there a way for them to choose the priority for a request e.g. make a request Minor instead of Critical?
Or is there another way that this is supposed to happen?


4 answers

1 accepted

1 vote
Answer accepted
Deb Martinez Apr 01, 2014

You can put the Priority field onto the Customer Portal form.

0 votes
Gary Thompson Apr 02, 2014

Thanks, that put me on the right track.

A bit more details on what I did for anybody interested:

From the JIRA dashboard I clicked the Service Desk menu option at the top of the screen and selected the service desk that I'm using.
Clicked the Customer Portal tab which brought up a page showing the Request Types.
Clicked 'Edit Form' in the Actions column for the Issue Type that I want the field to show in.
Clicked the Add a field button, selected Priority, clicked Apply.

Now when a customer creates a request of that issue type the Priorities field is dispalyed.

0 votes
Jake Huebner Mar 23, 2016

Once the priority field has been added to the customer portal, does anyone know how to allow this field to be an editable field from the customer portal on an existing issue?? 

Priorities can change all of the time and giving my customers the power to change this field on an existing issue will save me a lot of time having to go in and change myself 

Thomas Ireland Jun 06, 2016

Yes, I'd like to know if this is possible too. Configured the Edit screen, but it doesn't seem like it affects the customer portal.

0 votes
Stefano Falasca Dec 29, 2017

Priority has description field too, how can I show description priority together name of priority ?

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

452 views 8 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you