How to Automatically update custom field through responses other than the requester

[Garret Zhang]

What I'm trying to do:

• A person can submit a request through service desk.
• After request submitted, the director will be notified through email via the automation.
  • There will be a custom field called "Director" as requested field.
• The director will then respond to the email to rate this idea (1-5).
• This rating will then be added to a custom field "Rating"

Note. I do not want to give the director agent license.

Questions:

• How can I get the response from the director into a custom field?
• Is there a way for the automation to pick up the response and edit the custom field?
• If not, can the director go to the ticket to leave a comment, and that get added into the custom field?
• If this doesn't work, any other ideas?

Thanks much and happy new years!

Garret

[Atlass Monster · Accepted solution]

I will make the Director a participant and make him/her fill a submit form with all ratings that needs to be rated and scored to a class or numerical points dedicated to the idea for the solution of the need for the director to submit their feedback :) 

[Garret Zhang]

Hi,

What would that form look like? After a service desk ticket is created, there are only comment sections where the participant can make changes to. Are you saying a separate form will need to be attached in the comment section coming from directors?

Thanks,

Garret

[Atlass Monster]

You will need to edit the ticket itself to include such form in it's screen so the director or whoever needs to see it can.

Example flow of directoring...

1. I'm user or client and I make a request.

2. The Assignee will add the Director as participant or your can Automate it on request created...

3. The Director will see that there is a Form that allow you to input a value or select one from a drop down (drop down is better!)

4. The Form is configured to set a custom field value that is visible on the issue screen for the Assignee later on.

Here is how I made it work, your step could be (as should be) different than mine:

1. Make a new form and attach it to a Request type/s

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-form-to-the-portal-form-for-a-request-type/

2. Make sure the Director is added as participant 

3. Tell the Director what they need to do

4. They will see this

I have edited the form setting to keep it open for edits

5. Profit! No wait, there is nothing to profit we are not Ferengi. 

I suggest you add yourself as participant and test the flow yourself first it work for me but my Portal settings are stock.

If my answer was helpful be sure to mark it as solution or to ask more questions in order to help you :)

[Garret Zhang]

@Atlass Monster - You are a Monster indeed!!

Thank you so much for the detail explanation, this is exactly what I am looking for. Much much appreciated it! :)

[Aaron Pavez _ServiceRocket_]

Hi @Garret Zhang '

If you read the last director comment, you can extract a string(this is by using automation)

{{issue.comments.last.body.substringBetween("STRINGSTART", "STRINGEND")}}

Then in the automation, you add that to a variable.

then the variable can be used to add the value to a custom field

Try that to extract the string.

more on smart value here. check {{issue.comments}} :

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

 regards

[Garret Zhang]

Hi Aaron,

Thanks for the quick response, I need additional clarifications. What if the director left a long comment, and we only need the rating within that comment?

Thanks

Garret

[Aaron Pavez _ServiceRocket_]

Hi @Garret Zhang 

The smart value will extract anything you want if you give it the start and end strings.

It doesn't matter the user/assignee/reporter. It will read the last comment.

Regards

Aaron