Add a list of issue as dynamic field in Request creation via customer portal

[Giulio Venturino]

Hello,

We are trying to give the possibility to the customers, when creating a ticket from the customer portal, of selecting an issue (could also be just plain text of the issue key) from a dropdown field based on a dynamic list, filtered for example by request type and if the issue hasn't already a linked issue. is this something viable with JSM? We are trying to do this because we cannot display and let the customer choose the linked issue field.

Thanks,

Giulio

[Utkarsh Agarwal]

Hi @Giulio Venturino 

Unfortunately, Jira Service Management (JSM) Standard does not natively support dynamically populating fields, such as dropdowns, based on real-time filtered issue data from the customer portal. However, using JSM Premium/Enterprise Cloud Assets (formerly Insight) is a viable approach to achieve this functionality. Assets can act as a database to store and dynamically manage the list of issues you want to display on the customer portal. Here’s how you can implement it:

1. Configure JSM Assets

1. Create an Object Schema:

   • Set up an object schema in Assets to store issue information.
   • Create an object type (e.g., Available Issues) to store:
     • Issue Key
     • Issue Summary
     • Request Type
     • Status or a field to indicate if it has a linked issue or not.

2. Add Object Attributes:

   • Include attributes such as:
     • Issue Key: Text (to store the issue key).
     • Request Type: Text or reference (for filtering).
     • Linked Issue Status: Boolean or status field to indicate availability.
   • Automate the population of this schema using the Jira Automation or the Assets REST API.

3. Populate the Data Dynamically:

   • Use Automation for Jira to sync issues into the Assets schema based on your criteria (e.g., request type and no linked issue). Automation actions can update the Assets database in real time.

2. Configure the Customer Portal

1. Add a Custom Field:

   • Create a custom field in JSM and configure it to pull data from the Assets schema. This field will act as the dropdown on the customer portal.
   • Set the field type to Assets Object in the request type configuration.

2. Filter Dropdown Options:

   • Apply a filter scope in the Assets configuration for the field. For example:
     • Show only objects where:
       • Request Type = current request type
       • Linked Issue Status = false

3. Test the Field Behavior:

   • Ensure the dropdown dynamically displays filtered issues based on the criteria set in the Assets schema.

3. Automate Issue Linking

1. Capture Customer Selection:

   • When a customer selects an issue from the dropdown and submits the request, the selected object (issue key) is stored in the custom field.

2. Link the Selected Issue:

   • Set up an Automation for Jira rule to:
     • Trigger on ticket creation.
     • Extract the selected issue key from the Assets field.
     • Link the current ticket to the selected issue using the Link Issue action.

Regards

Utkarsh