An Issue automatically has a priority of P1

[Ellie]

Hi Team, 

We have the system set up that when a new bug or issue is logged, it automatically say's it is a P1. However, the client logs what priority this issue is within the form. On Issues > Priority, you have to define your default priority is, which we have chosen a P1. 

I am must be missing a trick here, how can we via the client's form, make sure the system priority is changed and accurate to the bug/issue itself? 

Thank you in advance! 

[Jack Brickey · Accepted solution]

Hi @Ellie , if I understand your post correctly, you wish to allow your customer to specify the priority of the issue that they are creating. Assuming this is correct, in JSM you can expose the Priority field to the customer at creation. This is done on. the Request type screen.

now, if you don't wish to expose the priority field to the customer, but rather you have a form with a different field that is to be used to adjust the priority. Then you will want to use automation to inspect that Field, post creation and adjust the priority accordingly.

[Ellie]

Ah this did it! I realised that another team member set up the priority question as a free text field rather than pulling through the specific priority onto the request type form. Thank you for this! 

[Kris Dewachter]

Hi @Ellie ,

I'm not sure I understand the question. Within Jira, you have defined P1 as the default priority.

And on the form in the portal, you have also added the 'Priority' field. The customer is able to select the priority. In that case, the selected priority should be reflected in the ticket in the backoffice.

Unless you have something else in place that overrides this selected priority (ex. automation rule). Can you check the issue history if the priority got changed after it's creation?

Best regards,

Kris