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  1. Jira Service Management Cloud
  2. JSDCLOUD-4424

Allow customers to edit the priority of an existing issue

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    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      My customers create issues via the portal and email. There are scenarios where the customer wants to change the priority. Today they can only request this by submitting a comment and hoping that the agent acts on it. We have rules/automation that result in escalation notification if priority is set to Urgent/Highest. If the agent doesn't act on, or does so in a delayed manner, then the notification does not occur or is delayed.

      There may be a workaround here though ugly (I need to test this). Transitions could be created in the workflow for each priority level setting the transition from "All". Then expose each of these transitions on the portal. The customer could then click on the transitions, e.g.

      • Priority = Highest
      • Priority = High
      • Priority = Medium
      • Priority = Low
      • Priority = Lowest

      again...yuck!

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          is duplicated by

          Suggestion - JSDCLOUD-1303 As a Service Desk Administrator, I would like to be able to give my customers the ability to edit their ticket priority

          • Closed

          Suggestion - JSDCLOUD-1893 To Have An Option For SD Admins to Allow SD Customers To Set Priority Of Tickets

          • Closed
          is related to

          Suggestion - JSDCLOUD-1893 To Have An Option For SD Admins to Allow SD Customers To Set Priority Of Tickets

          • Closed

          Suggestion - JSDSERVER-4424 Allow customers to edit the priority of an existing issue

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              Unassigned Unassigned
              075ebb79f6aa Jack Brickey
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                Created:
                Updated: