Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Custom Fields names for agent

Hello, i've created some custom fields and reused them in different projects/forms. Moreover, I gave them code names to not get errors while using automation. But now my agents cant understand the content and unable to copy/forward it to other systems. 

I've added a pic to show the same thing from three different perspectives: agent, client and site admin. 

I want to show to my agents real information. 


2 answers

0 votes
Liam Green Community Leader Sep 14, 2020

Hi @Alexey 

I think your only option here would be to rename the fields, that way your agents would be able to read them.  In the field description you can put the code name to assist when you're setting up automation, etc.

Regards, Liam

How to access that description?


Agents see the name of custom field, not the name which is displayed for the customers on the request. You have to change: demo_banking_01 and demo_banking_02 in the custom fields configuration for the correct names.



Thanks for the reply, but if i do that then 2 things happen:
1. I need to create 120 new custom fields, instead of 12 (which I reused in 8 forms). 
2. automation does not work with fields like: 
{{issue.fields.This is a very long and important question I need to ask from you, so be so kind and answer it please!}}

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

241 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you