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prefill a labels field with common values

Stephan_Mallmann

Hi,

I have the following question.

I there a way to prefill a label field with values without creating a dummy ticket with all the values inside? Is there also a way to decline all other values?

best regards,

Stephan

Accepted answers

Mike Bowen

Hi @Stephan_Mallmann

In Project Setting, under Request Types, under Request Form if you add a labels field and hide it, you will be asked to fill in the labels with a preset value(s). Here you can define a hidden label or multiple hidden labels.

Now if the customer selects the Request Type and fills in the form and clicks send, a ticket will be created with a predefined labels.

If every Request Type had this hidden labels field with a pre-defined value, then there are other labels, however when the ticket is in the Jira Service Desk Queue there is nothing stopping an agent adding or removing your labels, unless you have removed the labels field from your tickets screen.

-Mike

All comments

Mike Bowen

Hi @Stephan_Mallmann

Now if the customer selects the Request Type and fills in the form and clicks send, a ticket will be created with a predefined labels.

-Mike

Stephan_Mallmann

Hi Mike,

excuse me but I think you misunderstood me.

In Jira Service Desk Agent - Ticket Creation Mask I need the values, not in customer portal.

If I have a Ticket where I add some values. That values are proposed if I type some characters in a new ticket (same label field). I don't want a "fake ticket" just for the proposed selection.