Jiraservice is automatically changing the bug priority from Critical to Medium/Minor

[Shobha Param]

We observed that Jiraservice is automatically changing the bug priority from Critical to Medium/Minor even though we don't have any automation in place for this.

Please let us know if you have any insights on this.

[Trudy Claspill]

Hello @Shobha Param 

Welcome to the Atlassian community.

When is this occurring? Does it occur immediately after the item is created or at some later point in time?

When you look at the change history for the item, who is shown as the author of the change?

If the change occurs immediately upon item creation or with a status change, have you reviewed the workflow to see if there is a post function that is setting the value?

[Shobha Param]

Hi Trudy,

Jiraservice updated the priority after 1 day. The author of the change is showing as 'Jiraservice' but there is no automation workflow in place for this.

Thanks,
Shobha

[Trudy Claspill]

I have not worked with the ITSM service management template in JSM so I am not familiar with functionality unique to it.

I have not found any other references so far to a "Jiraservice" user in my internet searches.

Have you checked the user accounts that have access to your environment to see if there is one named "Jiraservice"? You may also need to have your Organization Administrators check to see if a Service Account has been created with the name Jiraservice. It could be that an external entity is using that account to update items through the REST API.

[Deivid Araujo]

Hi Shobha, welcome to the Atlassian Community!

Are you using the Services capability in JSM?