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Customize Severity levels when creating a Major Incident

In the "Create a major incident" form that can be opened from a JIRA Service Management ticket, there is a Severity field that can be set to Sev 0/1/2/3.  However, our organization uses a different Severity scheme, and even though I've updated the Severity field's values in JIRA settings (and they are reflected everywhere else in JIRA), it doesn't seem to affect this form.  Is there a way to configure the Severity levels in this drop-down?

Screen Shot 2021-01-06 at 5.52.32 PM.png

1 answer

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Severity is not a standard issue field in Jira. 

One of your admins has added a custom field for it.  You'll need to talk to your admins about setting up different options for it.

I have already updated the Severity custom field with different values, and it displays these values in every other screen in JIRA (including JIRA Service Management tickets).  The only screen where it doesn't reflect the same values is in this "Create a Major Incident" form.

For reference, this is what this field looks like elsewhere (such as on the right rail of a Service Management ticket):

Screen Shot 2021-01-06 at 9.02.56 PM.png

That means you have set up either two different severity fields or two "contexts" for a single severity field with the contexts containing different lists of options.

You've then used one context or field for your "major incidents", and the other for all the other issue types and requests.  You may also have done this by using a Next-gen project for the service desk your major incidents are in - you can add independent fields with different lists in Next-gen projects.

So, check the project type first, if it's next-gen, descend into the config of the issue type behind "major incident" and edit the optiosn list, if it's a classic project, go to the list of custom fields and look for the severity, whether there are two, or two contexts for a single one.

Thank you for the suggestion (I didn't think of checking the contexts before), but I confirmed that I have only one Severity field and one context for that field.

I suspect that form just uses it's own built-in value list (or another predefined set of values from OpsGenie that can't be updated, similar to the Priority field).  That's ok for now, it's not a blocker and we can work around it.

Thanks again for the suggestions and helping to look into it, I appreciate it.

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