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Show priority on Customer Portal (Jira Service Desk)

Is there a way to show priority field on customer portal without allowing curtomers to set it on ticket creation?


We have made an automation that sets the priority according to other fields values.

Its wor'king perfectly, however, we still want to show customers the priority calculated.

The only way I found of doing it, was making the priority field available on the ticket creation, which would be wierd, once the value would be changed after, according to the oher fields.

3 answers

1 accepted

2 votes
Answer accepted
Tansu Akdeniz Community Leader Apr 08, 2019

Hi @Jeff Santos ,

It hasn't implemented yet.

Please vote this feature request JSDSERVER-3387. You can find third party add-on solutions offered in comments of this issue.


Thanks Tansu!


We have voted here in order to Atlassian implement it.

Like rio197 likes this

Is there a link/extension which support the "Priority" field on the customer portal?

No need for an extension or add on now.

(Cloud instance)

project settings-> request types-> edit fields-> Request form tab->add field

Like # people like this

I think this is a MUST, no need to vote, any issue tracking tool have it, it is surprising for me that Jira does not.

Thank you, Tansu. I voted.

Voting a feature request is important to make visible to the software makers that a certain feature has value to us.

You can show in the request listing: 


It doesn't show inside of the request, but will show on the listing:
project -> project settings -> portal settings

Click on the "Customize help center" link

Within the Portal page that opens, click "Requests" button at the top and make a selection.

Once that loads, click the "Customize" tab that is on the sidebar.

Thanks a lot for this information.  Exactly what I've been looking for.


Is it also possible to allow a customer to change the priority of his/her tickets?

@Ying Zhang - I don't believe there is a way for it to be editable by the customer; however, we've always taken the approach to escalate them on behalf of the customer - in prior systems, some clients would abuse and claim everything was a high-priority so we were always down-grading them (based on our matrix of prioritization/severity) and inevitably were touching each ticket to do so.  So, in the end, we put everything to it's lowest priority.

but this in only for cloud instances..

I don't seem to have the option to customize these columns. The "customize" button flashes for a moment and disappears. I can customize the announcements as well as the look and feel. The columns in the submitted requests table are not able to be edited for me, even when logged in as a Sys Admin. Any thoughts to this? 

1 vote
Jack Brickey Community Leader Apr 08, 2019

Not OOTB. I understand there are addons that could fulfill the requirement. I recommend you search the Marketplace if that is an option.

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