How do you Change the Title of an Issue ?

[Ronald Lam]

When a user creates an issue from the JIRA Service Management Portal I will receive an issue on the board but it shows "AISM-XXX Hide"

How do I change the title so when users log a issue from the portal it shows something else?

[Walter Buggenhout · Accepted solution]

Hi @Ronald Lam,

The issue title is the Summary field of that issue. If you want to edit that title, just open the issue, click on the title and change it any way you want.

It is possible that this issue title is being set automatically (that would be the case if all issues raised from the portal are being created with that same title). If you would like to change that behaviour, this is configured in the request type settings of the form that is being used to create these tickets. In the service desk project settings, locate your request types and look for the request type used for these requests. On the form, look for the Summary field, that will most likely be set as hidden with a default value. Either make the field visible (that would require people to fill out a proper title themselves when they raise a request) or change the default value to something else.

I made some assumptions there, so provide a bit more detail if I did not guess correctly what problem you are trying to solve ...

Hope this helps! 

[Ronald Lam]

Hello

Thanks for the reply

You were pretty much spot on .

I have just 1 final question.

Let say I have a manager filling out a request and that XXX is leaving the company.

Looking at the custom field its defined {{issue.customfield_10115}}

What I want to do is when a request is raised issue it creates in the board will say

Departing User -- {{issue.customfield_10115}} 

I tried this but I get exactly  this " Departing User -- {{issue.customfield_10115}}"  and not "Departing User - XXX"

How can I add the name of the user based on whats typed on customer field_10115 in the title?

Thanks

[Walter Buggenhout]

Great to hear!

The {{issue.customfield_10115}} is a smart value, which is used in Automation rules to perform all kinds of dynamic actions. It does not work in default values for fields.

To achieve your desired result, I would set up an automation rule in your JSM project that consists of the following steps:

• Trigger: issue created
• Condition: check to make it only run on this type of request (*)
• Action: Edit issue - Update the Summary field to Departing User -- {{issue.customfield_10115}}

(*) From your description, it looks as if you're trying to set up an offboarding request. Your condition should make sure the automation only runs in whatever you used to define this type of request as such.

[Ronald Lam]

Thank you 

Its working fine , I have no further questions