Open a JIRA Service Desk Customer Portal request type form with component value pre-selected

Hello,

I'd like to know if it is possible to open a JIRA Service Desk Customer Portal request type form with a specific "Component" field value pre-selected. See the attached screenshot of our customer portal form (https://jira.nextwaretech.net/servicedesk/customer/portal/3/create/14) as an example: it has value "AWS" in field "Components".

Screen Shot 2017-12-04 at 20.35.02.png

So far, I can of course do this manually, but I'd like it to be pre-filled when opening the form, for example by specifying "AWS" let's say in the URL under which I call the customer portal form.

Is this in any way possible?

We do have two apps (= ScriptRunner & Extension for JIRA Service Desk) we could utilize to make this happen, but ideally I would not depend on an app to make this work. The best case scenario would be that I can hand over the value to the customer portal request type form via the URL under which I open it. The 2nd best option would be a slight customization of the JSPX file that represents the form, so that I can pass a value via an URL parameter. The 3rd best option would be any other kind of way of making this work.

Thanks,
Martin Thormann

Nextware JIRA Admin

1 answer

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Susan Hauth Community Champion Dec 05, 2017

Hi,

Service Desk automation supports the editing of an issues' components. So if you can set up a way of detecting those issues, e.g. on keywords, then you can set the component accordingly.

Hope that helps

Susan

Hi Susan,

Thanks. Interesting concept. However, it wouldn't work for us for a variety of reasons, mostly because there could be many different spellings and conflicting keywords, which would create a monster of an automation rule.

Also: we are using an app called "Notification Assistant" which gets triggered by event "Issue Created" and then send an email (depending on the "Component" value added) to a corresponding distribution list.

Example: one of our clients creates a new issue and tags it with "Component" = "AWS", the "Notification Assistant" app will send an email to our distribution list team-aws@nextwaretech.net. These notifications are also highly customized to our needs, and not something we could fine-tune with existing JIRA notification functionality.

Also, even if we would be OK with just the basic JIRA notification format, these distribution lists do not exist as users in JIRA, so we couldn't use the "Alert user" action in the automation rule to notify them.

That's why we would like to create some kind of URL we can give to our clients that hands over a specific value to the customer portal request form, so they don't have to do it (and potentially do it incorrectly).

Example (very simplified): https://jira.nextwaretech.net/servicedesk/customer/portal/3/create/14?component=AWS would open the customer portal request form and field "Component" would already be set to "AWS". Even better would be if we could hide field "Component" and pass on the value in a hidden way.

Best,
Martin

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