Add fixed fields to a customer end response

[Raul Rossi]

At the end of a Issue, can i add a fixed field into customer reply?

I need to manage a fixed fields schema to close an issue (requested by customer).

Now we are using a word document to copy the fileds to fill in.

Thank you so much for any help.

[Marc - Devoteam]

HI @Raul Rossi 

Currently you use a word document, do you attache this to the ticket?

Are the details you listed, above stored in fields in Jira?

Do you want to add this in a comment or in an email on resolving the ticket?

[Raul Rossi]

We use word doc only to copy and paste inside jira customer reply.

We need this info inside customer reply only.

Not stored in fields in Jira.

[Marc - Devoteam]

Hi @Raul Rossi 

In your JSM project open a ticket, go to adding a comment.

On adding a comment, you should see the option "canned response", add a shared canned response. and give it a sensible name..

This response can then be chosen as a template for a comment on a ticket and tyou can add the specific details after selecting this canned response.

[Raul Rossi]

Thx. I will try ASAP.

[Valerie Knapp]

Hi @Raul Rossi , thanks for your post.

I don't understand, however, what you are trying to achieve.

When you are resolving a ticket, you want to be able to show something like the Resolution to the customer, as a confirmation? 

This is how I interpreted, 'at the end of an issue... you need to manage a fixed fields schema to close an issue (requested by customer)'.

^ Here, you mean that the Resolution or the Motivation for closing the ticket is because the customer requested that it be closed? 

Am I understanding correctly?

At the moment, you are copying from a Word document some kind of standardized reply? So, in the case that a customer requests to close a ticket, you would paste, 'Closing message for a ticket requested to be closed by the customer'?

I think it should be possible to create a custom field for this, or, if you have Premium, you could create some Assets objects which have a different paragraph custom field text for each type of closure / resolution reason.

Does that make sense? Is this what you are trying to do?

Thanks in advance for sharing more detail so we can help you.

Best wishes

[Raul Rossi]

Hi, 

our closing response template is like this:

Resolution Description:

Used MPN:

Used KB:

Other Used Spare Parts: