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Can you default a field based on the Request type without automation?

Hi everyone, I have one issue type with two Request types connected to it. This is working great, but there is one field where if its using a certain request type its pretty obvious what its going to be.

For example if its a "Hardware Request" then I have a field with hardware/software/etc I could just pre-fill that with Hardware instead of getting the agent to do it. But I don't want the field to be default entirely as it will always show hardware even on a software request.

Not sure if I'm missing something, or it is an automation thing. I do have a feeling I may not exactly following the process (as in might as well get rid of hardware/software field if we have that separated in request type) but it sort of has other uses (including reporting) so was hoping to keep it.



2 answers

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Giovanni Melai
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Oct 06, 2023

Hi @Calvin,

sure this is possible, for a specific Request type you can preset a value for a field (or more than one if you like). When configuring the Request form and you add the field you can select the value you want.

In the example below I used the Priority, but you can do the same with other fields.

Screenshot 2023-10-06 at 10.29.15.png

I hope this helps

Thanks mate, this was exactly what I needed! Super appreciate it.

Like Giovanni Melai likes this
1 vote
Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 06, 2023

@Calvin -

I agreed with @Giovanni Melai suggested.  When one configure the request type form, one can pre-populate the field with a default value.  

Another suggestion for you if the field in question is only for a specific request type, but it is not needed for another request type, then you should not have the field added to the second request type form.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Thanks mate, this did it :D.

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