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Is there a way to automatically enter a variable into the Summary field of a submitted ticket?

Matt Seckman

Is there a way to automatically enter a variable into the Summary field of a submitted ticket? We use Jira Service Desk for our internal Help Desk support. Ideally, I'd like to setup an automatically rule that would automatically include the reporter's name or their email (minus the domain), into the beginning of the summary field. For example, Jan Smith, jsmith@company.com, submits a ticket. I'd like that ticket to have "Jan Smith: " or "JSmith: " to be placed automatically at the beginning of the summary field. Is this possible, and if so, how would I set that up? Any suggestions would be greatly appreciated. Thanks!

Accepted answers

Alexis Robert

Hi @Matt Seckman ,

yes this is possible with Automation for Jira : it's included in every Jira project in Project Settings -> Automation, and you can create rules to perform various actions.

For your example, you can use what's called Smart Values to edit a ticket after it's created and include the reporter name in the title. Here's how it would look like :

Screenshot 2021-03-26 at 15.57.11.png

Let me know if this helps,

--Alexis

All comments

Alexis Robert

Hi @Matt Seckman ,

yes this is possible with Automation for Jira : it's included in every Jira project in Project Settings -> Automation, and you can create rules to perform various actions.

For your example, you can use what's called Smart Values to edit a ticket after it's created and include the reporter name in the title. Here's how it would look like :

Screenshot 2021-03-26 at 15.57.11.png

Let me know if this helps,

--Alexis

Matt Seckman

@Alexis Robert thank you so much! I just tested it, and that does work. Is there a way to remove the domain portion of the email address, using smart values? When I tested, the summary shows up as "username@domain.com: test ticket." I love it to just read "username: test ticket," instead.

Alexis Robert

Hi @Matt Seckman ,

in this case you case use the following Smart Value :

{{issue.reporter.displayName}}

Matt Seckman

@Alexis Robert , thanks again! That is close, but not exactly what we're looking for.

However, your recommendations helped push us in the correct direction, and my team came up with this smart value sting to put in the edit summary field, of the automated rule:

@{{reporter.emailAddress.replace("@domain.com",":")}} {{issue.summary}

I tested, and this syntax works perfectly, for our organization! It uses the reporter email and replaces the domain (which is always the same, in my company) with a colon. Leaving a space between the two smart values, formats it correctly as, "username: test ticket."

This only works, if the email domain can be specified, which we can do, since all our customers are internal, and have the same email domain.

Thanks again for your help!

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