User Enters Urgency and Impact but need to show Priority in the Customer Portal

[Colin McHugh]

We are following the ITSM methodology in our JIRA Service Desk. Our customers must etner Urgency and Impact and we will calculate Priority but we then need to show Urgency, Impact and Priority in the Customer Portal. All of our SLA will be based on Priority so it is critical the customer can see the Priority we have calculated. 

We would like to see this in the Case List Page as a Header and in the Case Detail page as a field. Is this possible? 

Thanks Colin

[M Amine]

Yes. There are two solutions: 

• Use a marketplace app: link
• Other method: 
  • Display the priority in the request form. If you are in server, you can use scriptrunner behaviour in order to hide it from the user while creating the request
  • Update the priority (using JQL or other method)
  • Priority will be displayed in the customer portal once updated