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Request Form - when hiding a field, how do I populate the field value

We have Jira Service Management synced up to our Active Directory which stores the Department of each of our Customers. The Department field therefore exists as a prepopulated value when a customer raises a support ticket.

I would like this field value to populate into the Summary of each ticket. When I amend the Request Form on the Portal view, I hide the Summary field which gives me the option to define a 'Preset value' for Summary, but I'd like the Present Value to be the value of the Department field. How do specify this? Thanks

1 answer

1 accepted

2 votes
Answer accepted
Mark Segall Community Leader May 06, 2022

Hi @Simon Bell - The request form does not support variables like this.  However, you could use automation to append the department to the summary after the issue is created.  It would work something like this:

  • TRIGGER: Issue Created
  • CONDITION: (Optional) Request Type = <Your Request Type<
  • ACTION: Edit Issue (Summary)
    • {{issue.summary}} {{issue.<your department field>}}

That's ideal, thank you

Like Mark Segall likes this

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