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  1. Jira Service Management Data Center
  2. JSDSERVER-1303

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

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Summary

      When viewing a Service Desk ticket through the Customer Portal, it is not possible to edit / update the priority of the Service Desk ticket.

      Environment

      Server / Cloud

      Steps to Reproduce

      1. Edit a Request Type to add the 'Priority' field to your Service Desk Request form
      2. Create a new Service Desk ticket based on this edited Request Type
      3. View the Service Desk ticket

      Expected Results

      The 'Priority' field should at minimum allow inline editing of its value

      Actual Results

      A Service Desk Customer can only view the 'Priority' that was set originally when the ticket was opened

          Form Name

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

            Charlie Marriott added a comment -
            Atlassian Update – 18 January 2022

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Data Center & Server

            Charlie Marriott added a comment - Atlassian Update – 18 January 2022 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Data Center & Server

            Regan Perry added a comment -

            love to know if this is possible yet? Currently using work-arounds to allow the customer to specify when they create it (just prefixing ticket title with 1,2,3,etc and then we manually prioritize) - but this doesn't give them the ability to update priority after it's created

            Regan Perry added a comment - love to know if this is possible yet? Currently using work-arounds to allow the customer to specify when they create it (just prefixing ticket title with 1,2,3,etc and then we manually prioritize) - but this doesn't give them the ability to update priority after it's created

            Jake added a comment -

            Was this functionality added in the latest release of Service Desk, around version 3.2.3?

            Jake added a comment - Was this functionality added in the latest release of Service Desk, around version 3.2.3?

              Unassigned Unassigned
              6e107d394ed3 Rodolfo
              Votes:
              13 Vote for this issue
              Watchers:
              13 Start watching this issue

                Created:
                Updated:
                Resolved: