Rank field for Jira Service Management

[Alexandra Astor]

I am looking to see the backlog rank in my Jira Serice Management project tickets.  We have the project associated with a board, so there is a backlog.  I added the Rank field, but it is not showing on the requests.

[Mikael Sandberg · Accepted solution]

What you see is by design, Rank is a system field that is only used internally by Jira to set the order on the board and it has no meaning to a user.

[Trudy Claspill · Accepted solution]

Hello @Alexandra Astor 

What problem are you trying to solve by displaying the Rank value?

The value stored in the field is a combination of numbers and letters and is not going to be meaningful to anybody viewing it.

[Alexandra Astor]

The problem we are trying to solve is that currently when the service desk team opens a ticket, they have to go to the backlog to see how it is prioritized in the backlog.  Hoping to be able to add a field that shows where the request falls in the backlog.

[Trudy Claspill]

Thank you for that explanation.

Unfortunately displaying the data in the Rank field will not help you with that. As I said, the value is a combination of numbers and letters, so that doesn't really identify to a person where the issue is within the backlog.

[Alexandra Astor]

Thank you! Is there a way to see where a ticket is in the backlog from inside the ticket?

[Trudy Claspill]

No, there is not.

Because board are based on issue filters, an issue can appear in more than one board. It is not possible for one to tell from an individual issue what its position is in any given board without also knowing the board that is referenced. An issue may appear at the top of the backlog of one board, but in the middle of the backlog of another board, based on the filters for the boards.

Ranking is actually tracked globally because of this. 

You may find these articles helpful to gain a better understanding about ranking.

https://www.jirastrategy.com/how-does-jira-issue-ranking-work/

https://tmcalm.nl/blog/lexorank-jira-ranking-system-explained/

[Elitsa Velikova _Nemetschek Bulgaria_]

Hello @Alexandra Astor ,

As @Trudy Claspill explained, the Rank value is a combination of numbers and letters and just displaying it in a ticket will not be meaningful. But if you need to see the prioritization of the tickets in the backlog, you may check our app Advanced Portal Reports for Jira Service Management. In the Advanced Requests Report you can display a list of all tickets in a project and show the Rank field as a column and sort the tickets by Rank thus seeing where the tickets stand in the backlog compared to other tickets.

We will be happy to answer all your questions and help you do a trial if you're interested. You can always open a ticket in our customer support portal and we can discuss there. 

Greetings,

Elitsa