mail notification priority issue

[sunita yadav]

I am facing as issue. 

In JIRA service desk we have applied automation rule for priority, when we select severity and impact of an incident, priority calculation happens based on automation.

Problem:- 

1. In mail incident priority shows as P3. 

But when we priority on ticket in JIRA service desk is P1, which is right.

Why in mail P3 is coming which is wrong.

[Jack Brickey]

can you provide the details of your automation? That is the first place to look.

[sunita yadav]

    

[Jack Brickey]

thanks. So if I understand correctly - If you create an issue from the app the default priority is set to High (P1) but if an issue is created via the email channel then it is medium (P3). Now you mention "incident priority" so I want to ensure we are talking about Jira's default "Priority" field and not some custom field, correct?

As I'm sure you are aware Priorities are at the system level not the project level. So if you go to your system admin area (Settings>Issues>Priorities) you will see all priorities listed, one of which will be default. I expect that P1 is your default. Please confirm. 

Now this priority could be overridden from w/in an individual project for a given Request Type IF the field is hidden. So lets check that possibility out. Navigate to Project>Settings>Request Types and Edit Fields for the request type allocated to the email channel. Is the Priority field displayed under the "Hidden fields with preset values section". If so is the preset set to P3?

[sunita yadav]

NO

My issue is:- 

1. Customer created an issue from his dashboard as Priority SEV1. 

2. In notification which comes from JIRA when any issues created, in that it showing me priority SEV3.

3. On issue detail screen it comes as Sev1. 

Why in mail notification it comes as Sev3.

Attaching screenshot. 

[sunita yadav]

Sorry can't provide screenshot due to data privacy. Could you be able to help me please. 

[Jack Brickey]

Ok so that is more clear now and takes us into a different direction.

if the issue is actually SEV1 w/in Jira then the only way I can see how the email would differ is if there is an email rule that is 'hard-coded' to the SEV3. It could be that this comes from the automation or the Customer Notifications (project>Settings>Customer notification>Request Created). If you can share a screenshot of an email showing the SEV3 then it might help. I understand privacy concerns but you can easily redact any sensitive info w/ most screen capture tools, e.g. Skitch.

[sunita yadav]

IF you see here in mail notification it's showing as Severity 3, but in JIRA it's Severity 1. 

How it's possible?

[sunita yadav]

[Jack Brickey]

Sunita, to be honest I'm a bit baffled. If the user enters S1 and Jira shows it as S1 I can't imagine how the actual email is displaying S3. Without seeing this firsthand I'm not sure I can solve the issues. I would suggest opening a support ticket w/ Atlassian.