How to add Default value in Description field in Incident/Service Request in JSM

Question

Hi,

How to add Default value in Description field in Incident/Change/Service Request. in JSM

I want to add Default value in Description field so that whenever i create a request value will automatically set in the Description field.

Description:

* How it was found (System Name) :
* Frequency:

Thanks,

Ingo Wenke_nmfof8 · Answer

The try with a custom field and default value is a nice approach. To not to break the Jira standard issue fields, you can trigger an automation rule after the issue was created, which copies the the content from your custom field into the description field. So the content becomes available in Jira standard field "description".

And you can hide the custom field for the edit case and hide it from (or not add to) other screens.

Joseph Chung Yin · Answer

@Sreenadh -

Unfortunately, out of the box it is not available for the CLOUD env.  There is an outstanding enhancement ask for this functionality to set default template for the Description field - https://jira.atlassian.com/browse/JRACLOUD-42197

In the server (DC env), ScriptRunner for Jira add-on provides this functionality via their Behavior component.  I know that Adaptavist (vendor) is working actively on bring Behavior component for the CLOUD env.

As of now for the CLOUD env, you will need to search for possible add-ons that may provide you with this functionality - https://marketplace.atlassian.com/search?query=jira%20description%20templates

If add-ons are not for your envs, then you would need to create custom field (multi-line text field data type) and enable it for Wiki rendering for it in your field configuration scheme for your project.  In the custom field configuration UI, you can create custom context for your project and create your custom template.

Afterward, add the custom field in your Request Type setup and hide the "Description" (system default field).  Use the custom field for your issues.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Ingo Wenke_nmfof8 · Answer

Hi @Sreenadh ,

as I can see from your screenshot, you would like to have a default value set for the description field during creation process of an issue.

Unfortunately, this is not possible in this dialogue.

You can design two custom fields and add those to the creation screen. Then you are able to add those values and data is available for later analysis and reporting.

Another solution would change the process how to create an issue by service agents. It's less the "create" button from the menu bar but more the "Raise a request" feature of JSM and add a (cascading) Form.

You can use automation, too, to create an empty Issue, but with default values set, so you can complete the issue data in a second step.

Regards

Ingo