How to Automatically update custom field through responses other than the requester

[Garret Zhang]

What I'm trying to do:

• A person can submit a request through service desk.
• After request submitted, the director will be notified through email via the automation.
  • There will be a custom field called "Director" as requested field.
• The director will then respond to the email to rate this idea (1-5).
• This rating will then be added to a custom field "Rating"

Note. I do not want to give the director agent license.

Questions:

• How can I get the response from the director into a custom field?
• Is there a way for the automation to pick up the response and edit the custom field?
• If not, can the director go to the ticket to leave a comment, and that get added into the custom field?
• If this doesn't work, any other ideas?

Thanks much and happy new years!

Garret

[Atlass Monster]

I will make the Director a participant and make him/her fill a submit form with all ratings that needs to be rated and scored to a class or numerical points dedicated to the idea for the solution of the need for the director to submit their feedback :) 

[Garret Zhang]

Hi,

What would that form look like? After a service desk ticket is created, there are only comment sections where the participant can make changes to. Are you saying a separate form will need to be attached in the comment section coming from directors?

Thanks,

Garret

[Aaron Pavez _ServiceRocket_]

Hi @Garret Zhang '

If you read the last director comment, you can extract a string(this is by using automation)

{{issue.comments.last.body.substringBetween("STRINGSTART", "STRINGEND")}}

Then in the automation, you add that to a variable.

then the variable can be used to add the value to a custom field

Try that to extract the string.

more on smart value here. check {{issue.comments}} :

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

 regards

[Garret Zhang]

Hi Aaron,

Thanks for the quick response, I need additional clarifications. What if the director left a long comment, and we only need the rating within that comment?

Thanks

Garret