How do I amend the default Priority value for Incidents in Jira software

[Dianna Ring]

Good morning 

I'm trying to find any settings, which can provide changing of the default priority value from 'low' to 'medium', but I am unsuccessful. Could somebody help me?

This only happens when we use Report a Fault when used from the Jira Cloud or Portal.

Our current Service Requests are set to medium but all incidents to low. I wish to change this to Medium.

We are using Cloud.

I go to Priorities under  Administration - Issues and it says medium is default.

Thanks
Di

[Ste Wright]

Hi @Dianna Ring 

Usually, it's one of two things setting a Priority to a non-default:

• Hidden Field: A field which is on the request form, but is hidden, setting a preset value
• Automation: An automation rule modifying the priority immediately after creation.

See below how to check each.

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Hidden Field

As a Project Admin...

• Go to your JSM Project > Project Settings
• Select Request Types > Incidents, and select a request type which is an issue
• Select Request form from the tabs at the top
• Look for the section Hidden fields with preset values - and check if Priority is there
• If it is, you can select...
  • Edit value to see what the preset is
  • Remove to delete the preset field, thus moving priority back to your platform default

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Automation Rule

Assuming this is a project-specific rule, as a Project Admin...

• Go to your JSM Project > Project Settings > Automation
• Look for a rule in the list which is setting priorities
• Either...
  • Disable the rule using the toggle (white circle next to green tick)
  • Remove the rule from the main list, using the relevant option from the 3-dots menu icon

You can also check the Legacy automation if this option is available on your site, in case there's an old rule still active. You can delete these rules from the main legacy list also, using similar instructions to the last bullet point above.

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If neither of these work, let us know - so we can help look into this further :)

Ste