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So for those request types where we ask the customer to pick the priority, the priority files i appearing in the main tab of the ticket.
request types where we dont ask for a priority and it sets to the default, the priority field can be found in the Context fields on the ticket.
So dependent on which Issue types are used t[he priority appears in different places. Is there a way to always get it to appear in the main body or in the context fields and not across both?
Thank you for reaching out to Atlassian Community!
When adding the Priority field on the form for the customer to select, it will be visible on the “Customer request form” and consequently, on the description area on the agent view.
With this said, if the priority is visible to customers, it won’t be possible to add the field in the context area.
In this case, the best option is to modify the layout and add the Priority field to the description area on the request types where the Priority is not visible for customers.
To organize the fields, please, go to Project settings > Request types > Click on the desired request type and then, you can organize the fields on the agent view.
If you have any other questions regarding this matter, please let us know.
@PhilSpo another solution would be to leave the priority field in the context fields under request type and then create a form using ProForma Forms for Jira. The form can be used when the requested is created and you can link a field in the form to the Jira priority field. In this way you can both allow the customer to set the priority, but also keep the Priority field in Jira.
ProForma was recently acquired by Atlassian and will be integrated into JSM later this year. So any forms you build now will continue to work once it is a native part of JSM.