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Smart Values for Service Desk Hidden Fields

HOS at Brinks

Is there a way to use smart values with custom fields within the "Hidden fields with preset values" within Service Desk since we already have Automation for Jira?

Example: I want to set the summary as hidden in order to preset it with every ticket created. However, I want the summary to change with the information given within the ticket.
New Hire {{issue.customfield_12345}} (Team Member Name)

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Alexandra Smith

You might actually do better using the add-on Automation for JIRA (there are also free cloud and server versions). According to their documentation you can work with smart values in their rules: https://docs.automationforjira.com/smart-fields/smart-fields.html

HOS at Brinks

Thanks Alexandra. We have Automation for Jira and I'm trying to figure out if this smart values formatting would work for this preset value with hidden fields in a Service Desk request type.

HOS at Brinks

Well, thinking about it. I could just run an automation to update the summary with the desired information. And this could work with all request types instead of adding the smart values to each request type.

Alexandra Smith

To my knowledge the native SD automation doesn't allow smart values, which is why I suggested Automation for JIRA instead. I end up spending a fair amount of time supplementing the native functionality with the add-on.

I think you make a fair point that it would be less of a lift using the add-on rather than a hidden field in conjunction with SD automation. Especially if you have Automation Pro, which allows else-if logic so you don't have to create individual rules.