How to create Templates in JSD?

[David]

Hey All, 

Super new to customizing Jira and looking for some assistance on create a better JSD for our users. Currently our setup is very basic, theres a summary and description and users can fill in whatever they want. The issue is some users are very broad and don't give enough detail about what's going on and their expectations of a fix. 

Is there a way to add a template of questions within the description box they can fill out? So far these are my questions I want to add. 

Issue Type (Highlight issues)

Hardware Issue
Software Issue
Network/Internet
Access/Permissions
New Equipment Request
Password Reset
Security Concern
Other:

Are you currently working with IT on this issue?

Yes / No

If yes:
Name of IT staff member:

Are you requesting a specific IT technician?

Yes / No

If yes:
Requested technician name:

Requested IT user:

Issue Summary

Example: Unable to connect to VPN from home laptop.

Detailed Description

What were you doing?

What happened?

When was this last working?

Remote or Office:

Business Impact

When did this start?
Is work completely blocked? (Yes/No)
How many users are affected?
Deadline: 

Troubleshooting Already Attempted

Example: Restarted device, reset password, reinstalled app, etc.

Error Message (Copy & Paste Exact Wording):

Please attach any screenshots.

[John Funk]

Hi David,

I assume you mean JSM and not JSD (old term). The best way to do this in my opinion is to create additional custom fields to capture the data and put the fields on a form. Then have the users fill out the form in the portal. 

[Susan Waldrip]

Hi @David , welcome to the Community!

Just wanted to add a bit of background for what @John Funk and @Benjamin said. Forms are a good way to go for collecting info from customers, and if you create custom fields for the list of fields you included in your post (e.g., "Issue Type" (single-select drop-down list), "Are you currently working with IT on this issue?" (radio button Y/N field), etc.), then you can create a form to ask for that data and link each form field to your  corresponding custom field (JSM calls them Jira fields) so you can search, report on, etc. that data. If you only put fields on the form, JSM won't save the data to the database and you'll always have to look at the form to see the data (so you couldn't use that data for searching, reporting, filtering, etc.).

If you're new to forms, here's a good place to start: https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/ . Good luck!

[Benjamin]

Hi @David ,

Agree with @John Funk . This is the better option unless you are planning to filter or have a need to search those fields. I wouldn't try to bundle everything into a description field. Hard to read and find information. Also, you can't make any particular information required. 

The other thing I would mention is to find a balance between form and work item fields in your. Things you need to sort your tickets or categorized them or find them should be add as work item fields in your request. The rest of the details should go to your form. 

[Kate Pawlak _Appsvio_]

Hi @David ,

If you want to create some kind of placeholder for fields which will be prefilled when customer will select a template, I can propose you our Issue Templates Agent for Jira app. Currently, we support views in Jira but next week we're going to release support for customer portal. So you'll be able to define templates, not only for Summary and Description but also other fields, and these templates will be available for your customers on the request form.