Add affect version automatically

[Anna Bodazhkova]

Does anyone know if it's possible? When a customer creates a ticket at the servioce desk an affect version should add automatically

[Iago Docando]

In order to do this the information the user enters during ticket creation should provide enough insight so the affected version can be infered, if that's even possible.

I don't think it can be done. At least not without any further information. If you can explain a bit more what kind of tickets will be created maybe we can analyze it but in principle I would say it can't be done.

[Anna Bodazhkova]

Thanks for your input Iago

[Tarun Sapra]

Hello @Anna Bodazhkova 

You can add a post-function to the create transition to update the affects version but you should know the criteria based on which you will update the affects version field.

[Iago Docando]

Yes, technically it can be done in that way but in practice... can you think of any criteria to diferenciate versions? I mean general criteria that the user is going to input when creating the ticket.

That's why I think I may not be possible to do it. But maybe if Anna gives us a little more information we could find a way.

[Tarun Sapra]

Criteria for selecting different affects versions can depend on the value of any existing field on the screen based on which a different affects version can be pre-filled, but it's best if @Anna Bodazhkova  confirms the same or the explains the relevant criteria for the same.

[Anna Bodazhkova]

Thanks Tarun, can you give an example of this criteria?

The reason why we need  a version number is when the new version is released , some tickets in jira service desk may become irrelevant as they were fixed in the new version release, so that we can close these tickets. Having a version would be son useful for filtering tickets by the affect version. Hope it makes sense. 

If we can use criteria for it somehow, maybe it can solve this, cannot see how yet.

[Iago Docando]

I think you shoud be the one comming up with relevant criteria that the user is going to input can be linked to some product version, given that you're the one that knows the product.

Registering the affected version sure is important but my point is that I'm not sure you can differenciate between versions using "random" data the user is going to tell you while raising a support ticket so you might as well just have the product version as one of the fields the user has to enter to raise the ticket. You just make sure that information (version number) is easily visible for the user within the product and you're golden.