Piping JSM form data through to a Software ticket

[Owen Scott]

Hey there,

We have internal business stakeholders using our JSM portal to submit forms for things like bug reports and feature requests.

I set up an automation that we can trigger from the JSM ticket which will create a Software ticket and relate the two together.

The problem I'm facing is that our developers don't have JSM agent licenses and can't see the form data on the Software ticket. Furthermore, I don't want them to have to go to a different project to see the original request, if we do get them licenses.

What are my options for getting the (JSM) form data to appear on the Software ticket? From what I've read:

• 3rd party plugins ($)
• Attach the form as a PDF?
• JSM REST API

None of these options are great, frankly.

Ideally, I can pluck out the individual fields from the form submission, and format them into the description box of the Software ticket using smart values.

TYIA!

[Owen Scott · Accepted solution]

If anyone stumbles across this...

You can solve this issue by creating global custom fields for everything. For every question in your form, create a corresponding Jira custom field and then link the two in the form builder.

This unlocks smart values which can in turn be used in Automation to copy form data into a Software ticket, i.e. {{triggerIssue.Your Custom Field}}

It would be nice if every question could get a unique identifier instead of having to create custom fields.