New Service Request Via Email - Automatically Populate Service Field

Chris Grellas

Hello,

I am setting up a service desk for our company to send in projects to be completed. We created the possible list of projects via custom Service Field check boxes; a project may have more than one custom service field checked.

When an employee emails a request to our atlassian email for our teams queue, a new service request is generated. Then our team has to add in the service field each time for each new request then check the boxes for the service types. This also will be the case for a custom due date field we have to add each time. The process is Admin -> Add Field -> Service -> check boxes -> submit.

We want to have the service field and Due Date field automatically generate so all our team needs to do is manually check the service boxes based on the context of the email and then fill out the due date. Is there a way to have all new requests via email automatically show those fields like the other preset fields?

 

Thanks,

Chris

Cody Stevens

Hey Chris,

For a field to be displayed on the ticket, it requires a value. This may not be the best solution to your problem but you could add a value to the checkbox field which can be named "pending input" or something along those lines. You would then need an automation to edit the issue after it is created and select that value so the field is displayed on the ticket. 

In regards to the date field, as far as I know, there is not a clean way to do this aside from not populating it and letting your agents edit the issue to add a value to the field. If that does not work, you can add on to the above automation to add a date to the field but if you are using the standard automation you will need to set a constant date to always be used. 

If you are open to the idea of using add ons, you can use Automation for Jira Cloud. This is an incredible automation tool that provides additional automation on top of the out of the box ones. With this tool, you can dynamically set the date field so its always in the future. 

They have a free version of the add on but they do limit how many times a month you can run an automation. For your convenience, I have provided the links below. I hope this helps!

Paid version 

Free version