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Smart Values Question : Retrieving field labels from Customer Request type


Hi folks,

For user intake request forms,

  1. I created multiple customer field
  2. I'm changing the labels of those field to get more control on what exact data I'm expecting from user.
  3. This also allows me to re-purpose those fields cross multiple request form with out creating and managing tons of fields. 


Unfortunately this field Labels doesn't stays on the "Jira Service Desk Agent View".  Service Desk agent has to go back to "Customer request view" to understand what was ask


So far with help of automation and Jira smart values - issues | Cloud automation Cloud | Atlassian Support , I was able capture the all fields value using JIRA smart values {{issue.fields.customfield_####}} and populate that directly in the description field as you can see in the Screenshot .


QUESTION --> what's the JIRA Smart value for retrieving the "label' or "Display name" for those Customer field ?

Ideally I want description to look exactly like "Customer request view" having automation pull custom field labels and it's value next to it. 


So Far I have used  all this combination but No Luck 

{{issue.Customer Request}}
{{issue.Customer Request}}
{{issue.Customer Request Type.customfield_####}}
{{issue.Customer Request Type.requestype.customfield_####}}
{{issue.Customer Request Type.customfield_####.label}}
{{issue.Customer Request Type.requestype.customfield_####.label}}
{{issue.fields.customfield_####.display name}}




"Customer request view"

JIRA Customer Request View.jpg


Jira Service Desk Agent View

JIRA Service desk Agent View.jpg



1 answer

1 accepted

0 votes
Answer accepted

@Rashmin -

It seems it not possible to obtain the field name via the {{issue.[Custom Field].name}} syntax for your usage on populating the Description field at this time.  You will have to hard code the field name in your automation rule setup.  Getting the field value is not an issue.

{{}} - it works

{{}} - it doesn't work  Even thought it is documented in Atlassian's documentation.

I would recommend you to submit a formal ask to Atlassian Support ( to obtain further assistance.

Please keep us inform of your findings.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Joseph Chung Yin  thanks for the input. That's bummer. For now,  I end up hardcoding it in the automation for now. 




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