• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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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.

      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!

          Form Name

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

            vwong added a comment -

            Hey jack.brickey626313566, thanks for raising this suggestion. 

            Another workaround could be using automation to detect certain words from comments and edit their priority. Here is one which I created quickly. It looks for comment is added and if the comment contains priority = high then it edits the priority field to be high. Hope it helps  

             

            vwong added a comment - Hey jack.brickey626313566 , thanks for raising this suggestion.  Another workaround could be using automation to detect certain words from comments and edit their priority. Here is one which I created quickly. It looks for comment is added and if the comment contains priority = high then it edits the priority field to be high. Hope it helps    

              Unassigned Unassigned
              075ebb79f6aa Jack Brickey
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