Add Template to incident in jira service management

Question

Hello,

we are using Jira Service Management to get our customers to raise questions and incidents.

Is there any posibility to add a template-text to the description field either

* during the ticket creation process on the customer portal
* or during handling from our agents?

In Jira software i use "Issue Templates Agent"- addon to do this.

I predifined templates for user stories and Bugs (What system is affected etc) to get the information directly in the description field.

Using fields to get the information would be a solution i'd like to use if theres no other options.

Any ideas?

Kate Pawlak _Appsvio_ · Answer

I would like to post an update to Chris' previous comment so as not to mislead anyone who comes across this post:

We support ALL project (spaces) type now, including Jira Service Management. All details can be found in our documentation for Issue Templates Agent for Jira.

Iryna Ihnatiuk · Answer

Hi @Erik Reiter ,

If you're considering using apps for your use case, our Canned Responses Pro app can meet your needs. It allows you to create templates for comments and description fields. So if customers don't provide enough info in the description, agents can update it from the templates while handling requests.

Hope it helps.

Christopher Skoropada _Appsvio_ · Answer

I see another option, you could create custom fields to get values for the placeholders you will put later in Automation into the description.

Depends on the variables, you might need to create many custom fields what is not good :)

Atlassian has a plan to enable Forge apps to run on the portal to build template feature. Then, you will be able to use Issue Templates Agent.

Cheers,