Priority field disappeared from the Issue View after it was added to the Request Form

[Jagoda Zawadzka]

Hi,

I have added the Priority field to be visible in the Portal so that our customers can choose the prior for themselves.

After I did that, the priority field is no longer visible for agents internally.

It looks like the Priority field can either be visible for the customer or for agents.

When I try to configure incidents view, this is what I see:

When I drag the Priority to the Issue View, it's visible internally but no longer on the Portal.

Is there any way to fix this, other than automating some custom field to display the priority chosen by the customers?

Thanks!

Jagoda

[Dan Tombs · Accepted solution]

Hi @Jagoda Zawadzka,

Thanks for raising your question. So there is a little bit of confusion here. Basically moving it to the request form means your users can help set the priority. But it does not hide it from your agents. What you will now need to do is to look within the main body of the issue where the rest of the request form is.

This setting is basically a toggle that switches it from its normal placement within an issue or to within the request form with the rest of the details provided by the reporter.

[Jagoda Zawadzka]

Thank you, Dan!

I missed the different placement of the Priority field as I got used to it being on the right side.

That solved it ;)

Thanks again