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Problem

If you will be having problems with list of Priorities on Customer Portal in Jira Service Desk please follow the following instructions:

Solution

Before you start please prepare these parameters:

  • baseUrl - you can find this in url of Jira you use or in System → General configuraion → Base URL
  • projectId - go to list of projects and for example check pid parameter under Edit Link in Actions column
  • serviceDeskId - if you are on service desk portal you can see that in url just after servicedesk/customer/portal/{serviceDeskId}
  • requestTypeId - if you are on service desk create request screen you can see that in url just after servicedesk/customer/portal/{serviceDeskId}/create/{requestTypeId}



Now follow these steps:

  1. First of all check if you have Extended Schemes for Customer Portal installed. If not do it first.

  2. Fill this url with your parameters:
    {$baseUrl}/rest/prioritycp/1.0/cpconfig?projectId={$projectId}&serviceDeskId={$serviceDeskId}&requestTypeId={$requestTypeId}

    Example of localhost with two projects created in Jira, first project created in Jira Core and second with Jira Service Desk for first request type. 

    http://localhost:8080/rest/prioritycp/1.0/cpconfig?projectId=10100&serviceDeskId=1&requestTypeId=1

  3. Check the result.

    If Priority Scheme will be not set for this project then the result would be like this:

    {"isPriorityScheme":"false","isResolutionScheme":"false","excludedPriorities":[],"excludedResolutions":[]}

    If you will encounter similar massage please check first if IssueType Priority Scheme is set for this particular project.

    For previous example after adding Priority field to first request type result could look like this:

    {"isPriorityScheme":"true","isResolutionScheme":"false","excludedPriorities":[{"id":"2","name":"high"},{"id":"3","name":"medium"},{"id":"4","name":"low"}],"excludedResolutions":[]}

    If isPriorityScheme will be true and you still will not be able to see less priorities on Create Request screen then please report link that you invoked and returned result to our support.



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