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Auto populate customer information in fields in helpdesk portal


We have recently released helpdesk option for our internal employees to raise requests as part of ITSM flow. But, we are unable to auto-populate the details of this requestor like first and last name, email ID.

Any configuration required so that we can fetch the employee details and auto-populate this information in fields shown on helpdesk so the requestor need not fill in these fields?

2 answers

2 votes
Walter Buggenhout _ACA IT_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 10, 2023

Hi @Mayur Gaikwad_Tech PMO,

When people create a ticket through the portal, they are (automatically) the reporter of that ticket. This is a user field that - behind the scenes - contains this information. By knowing who the reporter is, you have all you need to communicate with the user.

I don't know why you would want to extract things like email or names from that reporter field into other fields. But if you do, you can have a look at automation rules with smart values, as described in this support article.

Hope this helps!  

Thanks @Walter Buggenhout _ACA IT_ 

we want to give a personalized experience to the requestor wherein when he comes to helpdesk, his name, email is shown in the relevant fields wherein he need not require to fill it again.

Hey Mayur, can you please share how you implemented this functionality? We are looking for the same feature but unable to use smart values to accomplish this. Thank you.

0 votes
Olha Yevdokymova_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 04, 2023

Hello @Mayur Gaikwad_Tech PMO 

If I understand your needs correctly, you may be interested in an add-on that my team has developed called Smart Jira forms. These forms can be shared internally or externally, or added as an addition to your current JSM form, as an additional form to gather information.

Smart Jira Forms has a feature that auto-populates Jira issue fields based on the form fields, which appears to be what you need. You can add any form element and set up the destination issue field in the form element settings. Please note that you are free to choose any issue field, but it must exist in the destination project.


Conditional logic, possibility to upload attachments, embed elements and other useful features are also available in that add-on to add to your form. 

We hope that our add-on can be of assistance to you!

Hey can this smart jira forms be used for autopopulating email id based on customer login information on the customer portal? If so can you please share additional information. Thank you.

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