Create ticket subject based on selection in custom field

Chris_cb7wvp

Hi All :-)

For internal IT, we are using a custom field in the portal to allow our users to request either access, software, or hardware. This is done via a custom field (picker) that has subcategories. What we want, is that when the user requests for example:

Software

 - Adobe Photoshop

...that the ticket summary will be auto generated to include both tiers of the custom field. In effect, the ticket would say something like this:

Request: Software - Adobe Photoshop

 

This would give us meaningful summary entries in the agent view that would be made in a consistent way, without any agent intervention.

Has anyone here done this before with the tools included in JSM and not via the Marketplace?

Vishwas

Hey @Chris 

Yes this is possible via Automation for Jira in Jira Cloud. With the help of smart values one can achieve this.

Please take a look at this rule I configured and it ran successfully changing the summary.

Rule details:

Trigger: Issue Created

Condition: N/A

Action: Edit Issue --> Select "Summary" field.

In the Summary box add these 

Request: {{triggerIssue.fields.customfield_10057.value}} {{triggerIssue.fields.customfield_10057.child.value}} {{issue.summary}}

Note that as per your requirement you my have to change the customfield_id (in my case it was: customfield_10057) of the cascade field. And at the end have added a code to append summary too.

Result:

 

Also you can add condition to the automation as per your requirement.

You can build on this sample provided

Hope this helps !

Regards,

Vishwas