Portal ticket summary pick list

Question

We are working on a customer portal and wondering if we can do a Summary picklist, e.g. Password reset, VPN, etc then could a value in the picklist prefill the issue category.

i.e. if Summary is selected as VPN

Issue category will prefill Internet & Networking then user can manually select the sub category, Drop out, Missing, Issue not listed and complete the description.

John Funk · Accepted Answer

Hi Elvis,

Not with the Summary field as that is a single line text field. You would need to create a new custom field with single pick list type if the user can only select one item from the list. Or a multi pick list if the user can select more than one item at a time.

Rik de Valk (Brainboss) · Accepted Answer

HI @Elvis Bezanoski , I would recommend creating a Form for the request.

In forms you can add any form field, for which you do not need any new custom fields. So simply add the drop-down field to the form that you wish to use as summary.

Then you can simply hide the Summary field from the request type and give it a temporary default value.

And on ticket creation, you can fetch form field values using an Automation rule, and overwrite the Summary with whatever value was selected in the drop-down.

Getting form values in an Automation rule takes a bit of tinkering, but I find it very useful. See https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277.

Have a nice day! Rik