Add Template to incident in jira service management

[Erik Reiter]

Hello,

we are using Jira Service Management to get our customers to raise questions and incidents.

Is there any posibility to add a template-text to the description field either

1. during the ticket creation process on the customer portal
2. or during handling from our agents? 

In Jira software i use "Issue Templates Agent"- addon to do this. 

I predifined templates for user stories and Bugs (What system is affected etc) to get the information directly in the description field.

Using fields to get the information would be a solution i'd like to use if theres no other options.

Any ideas? 

[Christopher Skoropada _Appsvio_]

Hi @Erik Reiter 

On Cloud there is no option to autocomplete the description on the portal. What you can do is to hide the description field from the request view and set the value based on the Automation rule or even set a default value in the request configuration. 

From the agent side, our own Issue Templates Agent seems to works well for you 💕

[Erik Reiter]

Hey @Christopher Skoropada _Appsvio_ 

thanks for your reply.

But hiding the description field and pre fill it won't let the user/customer create the ticket with the values we need to handle their request...

I think ill just add a canned response for our agents which they can then send to the customer to get more information, in case something is missing. Maybe in a few years our customers will learn what informations to get 😂

[Christopher Skoropada _Appsvio_]

I see another option, you could create custom fields to get values for the placeholders you will put later in Automation into the description. 

Depends on the variables, you might need to create many custom fields what is not good :) 

Atlassian has a plan to enable Forge apps to run on the portal to build template feature. Then, you will be able to use Issue Templates Agent. 

Cheers, 

[Iryna Ihnatiuk]

Hi @Erik Reiter ,

If you're considering using apps for your use case, our Canned Responses Pro app can meet your needs. It allows you to create templates for comments and description fields. So if customers don't provide enough info in the description, agents can update it from the templates while handling requests.

Hope it helps.