Last time, we talked about our Virtual Service Agent. Now, let's get into the details of how we made it work.
Imagine this: you want to make sure your customers fill out all the necessary information when they submit a support ticket. You can ask for more information within an intent flow, but there's a catch: you need to use a custom field, and that field must be marked as required in the Request type. So, you make certain fields required. But here's the catch: Jira won't let you make a field required in both a form and a Request type. It's like saying, "You have to wear shoes, but you don't have to wear shoes."
This frustrating limitation meant that we were getting incomplete requests, causing unnecessary headaches for our support team. To solve this puzzle, we got a bit creative.
We created a new Request type with a dummy field. This field had only one option, and it was automatically selected. By making this field required, we forced users to submit requests through the form, ensuring we got all the information we needed.
It's a bit of a workaround, but it's helping us keep our support process running smoothly. We hope that Atlassian will eventually make it easier to manage required fields, but for now, this solution is keeping our Jira workflows on track.
Want to know how branding and user feedback can make a big difference in this journey? Stay tuned for our next post!
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