Virtual Agent Intents - User Picker (multiple users) custom field support

[David O'Dowd]

Hi All,

We're starting to take advantage of automation wherever and whenever we can, and have built several automations based on webhooks sent from Jira Service Management.

We are also attempting to integrate these into the Virtual Agent, but have hit a stumbling block.

In several forms we have a custom field that is a User Picker (multiple users) custom field which works perfectly when submitting help desk tickets through the user portal.

However, when attempting to integrate this form into the Virtual Agent it states that the field type is not yet supported.

Is there any ETA on when this type of field is going to be integrated into the Virtual Agent? It would be massively beneficial for any intents where the Agent is trying to collect multiple users to be added to, or removed from, any number of things.

[Dr Valeri Colon _Connect Centric_]

Thanks for your question about integrating custom fields, specifically the User Picker (multiple users) field, into the Virtual Agent for Jira Service Management.

Currently, the Atlassian Virtual Agent does not support the User Picker (multiple users) custom field. This limitation can be a challenge when trying to collect multiple users in forms via the Virtual Agent. Atlassian is aware of this need, and while there isn't a specific ETA for when this feature will be integrated, it is on the radar for future updates: JSM Questions and JSM Questions 2

For now, you might consider alternative ways to gather user information, such as using text fields where users can list names or emails, which can then be processed manually or through subsequent automation steps.

For the latest updates on feature requests and developments, you can keep an eye on the Jira Cloud Public Issue Tracker. This tracker will have information on the status of upcoming features and enhancements.

I hope this helps!