Portal ticket summary pick list

[Elvis Bezanoski]

We are working on a customer portal and wondering if we can do a Summary picklist, e.g. Password reset, VPN, etc then could a value in the picklist prefill the issue category.

i.e. if Summary is selected as VPN

Issue category will prefill Internet & Networking then user can manually select the sub category, Drop out, Missing, Issue not listed and complete the description.

[John Funk · Accepted solution]

Hi Elvis,

Not with the Summary field as that is a single line text field. You would need to create a new custom field with single pick list type if the user can only select one item from the list. Or a multi pick list if the user can select more than one item at a time. 

[Elvis Bezanoski]

something along this thread.

https://community.atlassian.com/t5/App-Central-questions/How-Convert-Summary-Field-to-a-dropdown/qaq-p/2013799?lightbox-message-images-2015200=195163i9293C8C9765B260F

[John Funk]

You would need the ScriptRunner app to be able to do that. And still, not sure it would work in Cloud. The Summary provides the title of the request that the user identifies as the need. 

[Rik de Valk · Accepted solution]

HI @Elvis Bezanoski , I would recommend creating a Form for the request. 

In forms you can add any form field, for which you do not need any new custom fields. So simply add the drop-down field to the form that you wish to use as summary. 

Then you can simply hide the Summary field from the request type and give it a temporary default value.

And on ticket creation, you can fetch form field values using an Automation rule, and overwrite the Summary with whatever value was selected in the drop-down. 

Getting form values in an Automation rule takes a bit of tinkering, but I find it very useful. See https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277. 

Have a nice day! Rik