Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

Default priority icons are broken for customers in Jira Service Management portal

Luiz Junior
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
July 10, 2025

Screenshot 2025-07-10 at 20.56.07.png

Hi everyone,
We are facing an issue in Jira Cloud where the default priority icons do not display correctly for customers (unlicensed users) in the Service Management portal.
These icons are the system defaults — we haven’t customized them. When inspecting the image source, we see that the URLs come from the following API:
https://[instance].atlassian.net/rest/api/3/universal_avatar/view/type/priority/avatar/[id]?size=medium
This API requires authentication, which means that customers (who are only portal users without Jira licenses) are unable to load the images, resulting in broken image icons on the portal.
What we expected:
Customers should see the default priority icons without requiring Jira licenses, since they are using the official Jira priority configurations.
I would like to understand how we can solve it.
Thanks in advance for your help!

 

1 answer

0 votes
Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 11, 2025

HI @Luiz Junior 

Welcome to the community.

This view is not the default view of open request uses can view from the portal.

Priority is not a field that can be show ootb.

So this is being shown using a 3rd party marketplace app, check the app and conta t the app vendor.

Default options to be shown are:

Screenshot 2025-07-11 at 17.58.26.png

 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events