How do allow customers to log their desired priority on Change Request tickets on Jira Service Desk

Kat Haladus
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May 17, 2024

An ex-collegue set up our service desk on Jira and so I can't tell if this is something he set up himself or if it's a limitation of the platform.
We have different issue types that customers can log. When clients raise a bug we allow them to set a priority but only within P2 and P4. As admins we can change the priority to P1 or P5. Therefore, when a customer logs a bug with P2 priority, it shows up as that.
The problem lies with our Change Request tickets. When they create a ticket they get to say if it's priority Low, Medium or High but regardless of what they choose, it goes to P3 on the ticket.
I can't figure out where to change this.

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Paul Romanus
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May 30, 2024

Hi Kat,

I understand from your description  that you have two sets of values for different Issue types for the 'Priority' field/custom field, both accessible from the same Service Desk Project customer Portal:

  • 'Bug' Priority = P1|P2|P3|P4|P5
  • 'Change Request' Priority = Low|Medium|High

Given I've understood the information correctly, a possible scenario may be that  your ex-colleague has created an additional Custom Field named 'Priority' that is displayed on the Service Desk Request form for a Change Request with Values low|medium|high.

But with the Standard Priority field marked as hidden/(Use preset value and hide from Portal - and it's value preset to P3) on the Request form for a Change Request.

See attached s/s

If this is the case, then remove the custom Priority field from the Change Request form and show/add the Standard 'Priority' Field

jira-priority.png

Hope this is of help, or at least points you in a useful direction, if I've got the wrong end of the stick, please correct my understanding

Kind regards

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Stylish Font Generator
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May 17, 2024

To let customers pick their priority for Change Request tickets in Jira Service Desk, first go to Project Settings. Look for the "Screens" section and find the ones for Change Request tickets. Check the options for priority and make sure they're set up right. Also, see if there's anything in the workflow that might be changing the priority to P3 automatically.

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