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Ticket Created on Help Desk Does Not Have Priority Field


When a customer is creating a ticket using help desk, the form does not have priority field setting. I could not find where to configure help desk issue create screen. When the ticket is created on help desk,  a new Jira is being created on atlassian. And when the ticket is created with "Critical" severity on help desk, it still maps to priority "medium" on Jira side. Could not find how to change the mapping as well.

Is there a solution for this?


1 answer

1 vote
Robert Wen Community Leader Jun 15, 2022

Hello, @gamze 

You need to add the Priority field to the Request Type that maps to your Jira issue.

From Project Settings, click on Request Types

Screen Shot 2022-06-15 at 7.01.23 AM.png

Choose the Request Type

From the Request Type, select the Request Form tab

Screen Shot 2022-06-15 at 7.09.56 AM.png

In the Visible Fields section, click the Add a Field button.  The following modal should pop up.

Screen Shot 2022-06-15 at 7.11.27 AM.pngFind Priority, select it, and click Apply.

Thanks. The field now shows up. I guess there is no setting on how-to map the field if it is invisible..

Like Robert Wen likes this
Robert Wen Community Leader Jun 15, 2022

Glad this worked for you.

Another question.. How the create issue screen on help desk is configured? Is there a way to modify that?

Robert Wen Community Leader Jun 15, 2022

This is where you have to go in and make sure you have a defined Create Issue screen in the screen scheme.

Details are here:

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