How to hide Priority box from customers?

[Heather M]

Hi All,

I'm unable to find the setting that removes the Priority box from a customer's view when their creating a support request. 

Any help is appreciated. 

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Heather M ,

Go to the project settings of this service project > choose Request types > click Technical support. On the Request form, remove the Priority field. Thanks to this, this field will be hidden on the customer portal and not available to customers.

Best regards,

Kate

[Heather M]

Success, thank you! 

[Tim Perrault]

Hi @Heather M ,

You can create a new screen and associate that new screen to the create issue operation in the Screen Scheme. This new screen can be a copy of your default screen with just Priority removed. The downside to this is Priority will not be available when creating issues for anyone who creates an issue. After that though the ticket could be edited to add a Priority or you could have some automation set the priority based on other fields.

https://support.atlassian.com/jira-cloud-administration/docs/manage-screen-schemes/