Can I use a custom field from an issue as a placeholder for a webhook URL?

Question

I'm working on an integration with Freshservice to automatically open issues from service desk tickets. I'm using the Jira Orchestrator app, as it integrates with Freshservice's workflow automators. Currently, I can create issues, add comments to issues and write the numeric ticket ID to a custom value in a Jira worktype.

To call back to Freshservice, the ticket ID must be included in the URL. I'm reading through Atlassian API documentation but haven't found evidence that I could use a custom field as a placeholder. Has anyone out there run into this issue? I would appreciate any guidance or suggestions. Thanks!

Matthias Gaiser _K15t_ · Answer

Thank you for the clarification. I assume you need to setup a webhook in Jira Cloud to communicate back to Freshservice - and wondered if there's a way to also pass on customfield values as placeholders (as described for some data in the docs).

-> I don't think so.

However, as I've said before in a Jira automation, you are able to access that data. So you could build a Jira automation rule like this:

* When: Work item updated (or whichever events you're interested in)
* Then: Send web request with the custom field to the Freshservice url.

All the best for your tries.

Sean Lynch · Answer

Matthias,

"Jira Orchestrator" is an app in Freshservice (an ITSM ticketing system, etc.) that allows ticket data to be used to create an issue in Jira. My apologies for not clarifying that.

Thank you for the suggestion. I'll give it a try.

Matthias Gaiser _K15t_ · Answer

Hey @Sean Lynch

welcome to the Atlassian Community.

I'm not exactly sure what you mean with the Jira Orchestrator app - are you talking about Jira Automation? If the answer is yes, you can simply use Jira smart values to access the custom fields. Let's say your custom field is called 'Freshservice ID', then you'd access it as:

Cheers,
Matthias.