Database Custom Field and Service Desk


I'm using Database Custom Field (Kepler) plugin and it works just fine when I open ticket from JIRA. I added a Single Selection List custom field and I can see all the values retrieved from database so I can select one of them when opening a ticket in JIRA.

However when I add the same field to Service Desk request it does not behave like Selection List and I don't see any of the values. Instead I just see Single Line input field. So whatever customer types in this field stays there when ticket is created from Service Desk. Only by opening this ticket later in JIRA I can edit it and select one of the values from DB for this field.

Is that Service Desk or Kepler plugin issue. Anybody knows solution for that ?

2 answers

1 accepted

0 votes
Accepted answer

Kepler released a new version of Database Custom Field plugin today.

It has limited Service Desk support. In my case it fixed issue with Selection List DB custom field used in Service Desk request. But when I added child field for that DB custom field the value selected from the list was not copied to the child custom field at SD request creation.

Hi @RVal, have you been able to use DB custom field on SD customer portal?? What we have experienced is that on SD customer portal only Jira users can view DB custom field correctly (with the DB selected values). All customers (that are not Jira users and do not consume a Jira license) cannot see them, they see them as free text input fields, with no DB values!!! Thank you in advance for your answer Regards Arianna Fabbri

Like 1 person likes this

I would ask Kepler first and let them work with Atlassian.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

1,121 views 32 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you