Automating ticket summary using form data

[Aristos Smirniotis]

I would like to create a rule where I can:

1. Pull data from an attached form in a ticket

2. Change the summary of the ticket using that data.

For example, an onboarding form has the name of an employee, the date of their joining, and their country. I want to make the summary of the ticket automatically populate with that information so it looks like this:

New Joiner - Name - Date of hire - Country

Is this possible to do?

Thanks!

[Mark Segall · Accepted solution]

Hi @Aristos Smirniotis and welcome to the community!

Yes this is possible, but it requires a bit of overhead.  You need to identify the field(s) that contain the data you're trying to pull.  I've found the easiest way is to open the form in edit mode then use the inspect functionality of the browser to locate the field ID.  You typically need to hover over the label of the field and then expand the corresponding <div> which would look something like this:

Once you have the id, you'll need to use this smart value to extract the data from it:

{{issue.properties."proforma.forms.i1".state.answers.##.text}}

## = the ID you captured above.

Note - This is for a text field.  If you're looking to extract other types of fields, you'll want to adjust accordingly (choices) and then you'll have additional work because those are captured as a corresponding ID of their own that has to be manually mapped back to the value.

[Aristos Smirniotis]

Hey! Thanks for your reply. This is definitely a step in the right direction for me.

[Aristos Smirniotis]

Just wanted to update you on this.

I made a rule using your information and it worked! I was able to pool a name from an attached form and update the ticket summary!

Now if I wanted to pool a date (m/d/yr) does the same principle apply? Or like you said earlier, I need to do some additional work? 

Thanks so much!

[Mark Segall]

To get date and time you would do this:

{{issue.properties."proforma.forms.i1".state.answers.##.date}} {{issue.properties."proforma.forms.i1".state.answers.##.time}}

[Aristos Smirniotis]

My friend, you are the best.

I have accomplished what I set out to do thanks to your help!