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

How to create a template?

Hi there,


When using JSD is it possible to have some kind of macro to create a template?


The workflow that I am looking for is:

- Receive a ticket

- Triage

- Generate the template

- Fill in all the needed places of that template

- Use the template + information added to Create an issue to another board.



1 answer

0 votes


Unfortunately that is not possible from within the service desk portal.  You can user Extension for Jira Service Desk to make your initial request form a smart form.

Hope that helps


Hi Susan, thanks for your reply.


Let me see if I understood this correctly.

- Someone sends an email

- The ticket in JSD is created with the email details in the Description of the ticket

- We need to edit the Description manually without a way in JSD itself to add a macro or temple.

- After that we can use the "create and link" to raise the issue to another board


Does that sound correct?
Do you know if its possible to grab the details from an internal comment instead of grabbing from the description?

Hi Joao,

The suggestion I was referring to was making a smart form for when someone raises a request via the portal (only).  That suggestion does not work when requests are raised via email.

Once a request is raised in the portal, the only option you have to communicate to the customer is via comments.  So maybe you can structure a comment that contains the fields/info you need or have gathered.

Yes the create and link will work for raising an issue over to another team/board/project.

Hope that helps


Suggest an answer

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

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,205 views 28 39
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