🏢Issue Templates for Jira Data Center: Top 11 questions answered! 🔍

[#1]

Welcome Atlassian Community! 🎉

In this FAQ article, we aim to provide you with answers to common questions and queries related to Deviniti's Issue Templates for Jira Data Center. Our goal is to assist you in maximizing the benefits of the app and addressing any challenges you may encounter while using it. 💪🔍

---

🤔If you haven't tried Issue Templates for Jira Data Center yet, we invite you to check it on the Atlassian Marketplace. Visit this link to get started: Issue Templates for Jira. 🔗

---

Please note that this FAQ specifically focuses on the Data Center version of Issue Templates. If you're using the Cloud version, don't worry! We have a separate FAQ article tailored just for you. You can access it here. ☁️

And if you want to compare both versions, there's a dedicated article for that. 📖

Now, let's answer the most common questions regarding Issue Templates for Jira Data Center. 📚🔍

1. What are the restrictions in the Templates Repository project for Issue Templates in Jira Data Center? 

When configuring Issue Templates for Jira Data Center, you can set restrictions on template creation and configuration in the Templates Repository project using Permissions settings. For example, you can modify the "Create Issues" permission to restrict template creation.

A warning message may appear in the global configuration if permissions like Administer Projects, Browse Projects, Create Issues, Close Issues, or Edit Issues are missing in the Templates Repository project.

To address this issue, navigate to the Templates Repository Project settings > Permissions and grant the missing permissions in the Permissions section.

2. Why are sub-tasks not copied with Issue Templates for Jira Data Center?

Issue Templates for Jira app provides the ability to create templates with sub-tasks, which are automatically copied when a new issue is created from the template. If your sub-tasks are not being created, please consider the following:

1. Check the workflow of your target project. Ensure that the Deviniti [Issue Templates] - Create structure post-function is added to the Create transition.
   

2. Verify that your Sub-template includes the necessary fields, such as Summary, in the Set of fields configuration.
   

3. Make sure to review your Sub-template configuration and ensure that there are no excluding JQL criteria queries or incorrect Stage settings. 
   
   
   

4. Verify if the "Copy sub-tasks" toggle is enabled in the settings of the parent template. You can find this option in the Issue Templates Details → Context.
   

5. Make sure that your target project's Issue Type scheme includes at least one Sub-task issue type.

3. What's the difference between the main and different set of fields for post-function in Issue Templates for Jira?

The main set of fields	The different set of fields for post-function
Autofills values on the create/edit/transition issue screen. Filling fields from template selected on the screen in “Template” dropdown. Supports Jira system fields and custom fields.	Fills fields during a workflow transition. For more complex structures, fields can be filled in the background and allows to copy values that are not shown on the create issue screen. Supports Jira system and custom fields, including Attachments and Issue Links.

Examples:

• When using a template with a single set of fields, the values of different fields will be automatically inserted when creating an issue. The copied fields will be highlighted with green.
  Template:
  
  A new issue:
  

In the case of a template with a different set of fields for a post function, no fields will be autofilled on create. Instead, the values will be inserted in the background right after the issue is created.
Template: 

A new issue: No template needs to be selected on the screen. Simply choose it in the Deviniti [Issue Templates] - Create structure post function. 

The priority, labels, and attachments were successfully copied.

4. I cannot find a way how to use templates.

Here are different ways to utilize the templates:

1. Selecting a template on a screen is the most common method of using templates. By choosing a template from a dropdown menu directly on the screen, all fields will be automatically populated based on the Set of Fields settings.
   

2. Setting up a Default template for a project is another way to streamline the template application process. By selecting a template as the Default for a specific project and issue type pair, the template will be automatically applied to every new issue created in that project.

3. Alternatively, you can apply a template to an existing issue by using the "Apply template" option found under the "More" menu on the issue view. This option will display a dialog with all fields currently added to the edit issue screen in the project.
   

4. For more advanced automation, you can apply a predefined template during a workflow transition. This feature utilizes the Deviniti [Issue Templates] - Create structure post function. By configuring this post function to select a template, the template will be automatically applied to every issue that goes through the selected workflow transition. This includes the ability to copy sub-tasks or issue links.

5. How to configure Issue Templates to copy the Customer Request Type field? 

Issue Templates for Jira DC allows you to configure templates to automatically fill custom fields during issue creation. Here's how to configure it for the Customer Request Type field:

1. Verify that your templates repository has been changed from the default Service Management project (TEMP) to another project. This allows you to add specific fields to the Set of Fields configuration.

2. Make sure the pattern for Dynamic Variables is correctly set. This ensures that variables are displayed properly and includes square brackets and other necessary signs.

3. Check if the Request Participants and Customer Request Type fields are added to the screens in both projects and included in the Set of Fields for Autocomplete configuration.

4. Ensure that the request types in the templates repository and your appropriate project are properly matched. The request types should have the same issue type and name. Even a minor difference, such as an additional dot, can prevent the template from being applied correctly.

6. Why are stories linked under the template instead of the newly created epic?

Problem:
When creating a new epic from a template, the linked stories are incorrectly associated with the template instead of the newly created epic. This issue is illustrated in the screenshot below:

Cause:
The cause of this problem is the inclusion of the "Epic Link" field in the Set of Fields assigned to the story templates. The "Epic Link" field is responsible for storing the relationship between an epic and its tasks. When the field is copied from the template, it leads to incorrect linking of the Stories.

Solution: To resolve this issue, follow these steps:

1. Access one of the story templates and identify the set of fields being used.
2. Click on the pen icon below the scope name or navigate to the Set of Fields settings under the Templates project.
3. Remove the "Epic Link" field from the scope.
   ℹ️ By removing the "Epic Link" field from the set of fields assigned to the story templates, you can prevent the incorrect linking of stories and ensure that they are properly associated with the newly created epic.

7.  Why can't a template be selected on the screen?

There are several possible reasons why a template may not be available for selection on the screen:

1. Template is disabled
   If you have created your template using the "Template" issue type provided by the app, ensure that it is in the "Published" status. Draft templates are not ready for use until they are published. Additionally, you can enable a template in the Issue Templates Details panel by navigating to Availability → Create Issue Screen, as shown in the screenshot below:
   

2. Template doesn't have a descriptive name
   By default, newly created templates are assigned the name "Default Template Name". We recommend changing the name to something descriptive that will make it easier to identify in the list of available templates. You can change the template's name in the General tab of the Issue Templates Details panel.

3. Template has some excluding context set in the Availability tab
   In the Availability tab, you can specify the projects, issue types, screens, and other factors for which your template will be available. Ensure that there are no excluding contexts set that might prevent the template from being applied where desired.
   ℹ️ If you're using templates on Service Desk, please ensure that your template is enabled for Service Desk. You can find detailed instructions on how to enable templates for Service Desk in this article.

8. How to disable Issue Templates notifications? 

The Issue Templates for Jira app provides a repository of templates that streamlines the process of creating repetitive tasks in Jira, including Task templates with Sub-tasks, Epic templates with Stories, or issue links. When creating issues from templates, the app displays notifications in the top right corner to provide information about the issues created.

If you find the notifications unnecessary and want to disable them, follow these steps:

1. Navigate to the Issue Templates menu in the Jira top bar and select Configuration.
2. Go to the General tab.
3. Click on the pen icon next to the Enable notification panel option.
4. Uncheck the checkbox.
5. Save the changes.

Result: The Issue Templates notification panel will be disabled, and you won't receive notifications after creating new issues from templates.

9. How to hide the Issue Templates menu? 

After installing the Issue Templates for Jira app, a dropdown menu is automatically added to the Jira top bar. This menu provides easy access to templates management pages and settings, such as Templates Navigator, Set of Fields settings, onboarding, and global configuration. However, if your Jira instance has a crowded top navigation bar with multiple links, you may find it useful to hide or restrict the visibility of the additional Issue Templates menu.

To hide the Issue Templates menu, follow these steps:

1. Navigate to the Issue Templates global configuration as a Jira administrator.
   Tip: You can also use the dropdown itself, by navigating to the o Issue Templates menu → Configuration.

2. Go to the UI Visibility tab.

3. Click on the pen icon next to the "Hide the top navigation item" option.

4. Check the checkbox.

5. Save the changes.

Result: The Issue Templates menu will be hidden for all users.

Alternatively, you can choose to restrict the visibility of the menu by selecting the "Restrict the top navigation item" option and specifying which Jira groups will see the menu on the Jira top navigation bar.

10. Sub-tasks are not copied from a template on the Customer portal 

When a template is selected on the Customer portal to fill in field values, the additional sub-tasks and issue link included in the template are not copied to the new issue.
Template Structure:

Expected Result:

If the additional sub-tasks and issue links are not working as expected, follow these troubleshooting steps to ensure proper configuration:

1. Verify that the Deviniti [Issue Templates] - Create structure post function is added to the workflow of the target project.
   
2. The Template field is not added to fields under the relevant request type.
   From the functional point of view, the Template custom field doesn’t necessarily need to be added to fields under the request type in order that customers are able to apply templates to their requests. The selection of a template will be possible by default, after at least one template is set to be enabled for the Request form (see more about template’s availability in this article). However, it is required under the request type for templates that contain sub-tasks or issue links.
   
   To learn more about setting up request type fields, see this guide in the official Atlassian documentation.
   
3. Copy sub-tasks setting is enabled in the template.
   If sub-tasks are still not pulled from template, it is likely that the Copy sub-tasks toggle is disabled in its context configuration:
   
   
4. Sub-task issue type is available in the project.
   If the project does not have the Sub-task issue type associated with it, the additional tasks under the template will not be available. Refer to this article in the Atlassian documentation for a step-by-step guide on associating issue types with projects.
   

11. What is the cause and solution for the Issue Templates Details panel being greyed out and unavailable to edit? 

The problem may arise if the Issue Templates app was installed or updated while Jira Service Management application was disabled or had an invalid license.

• If you are using Jira Service Management, please ensure that it is enabled and has a valid license. Once you have confirmed this, you can re-enable the Issue Templates app by navigating to Jira administration → Manage apps.

Be sure that re-enabling the app will not result in any configuration loss as all settings are stored in your Jira database.

Summary

In this comprehensive FAQ section, we have addressed the most common questions and queries related to Deviniti's Issue Templates for Jira Data Center. We have provided practical solutions, explanations, and tips to help you maximize the benefits of the app and overcome any challenges you may encounter. Whether you're a new user or an experienced one, this article serves as a valuable resource to expand your knowledge and ensure a smooth experience with Issue Templates for Jira Data Center. 

Thank you for choosing Deviniti's Issue Templates for Jira Data Center. We encourage you to share your thoughts, experiences, or any remaining questions in the comments section below. Let's foster a collaborative community discussion and learn from each other's insights. 💬🤝