Hi there :) Currently setting up Jira Service Management and stuck with a few config bits to try match our current ITSM platform config...
The main issue I'm trying to work out is naming of tickets, by default Jira is configured to use the Summary field data to create the ticket name (entered by the user), but we're currently used to having ticket named generated by the incident type (i.e. Password Reset) or a naming scheme based on the service request form data (i.e. New Starter - 2020-03-01 - John Smith). Is it possible to configure Jira to name the ticket based on this type of behaviour or are ticket names fixed to the Summary field data?
Hi @Andrew Bishop,
Welcome to Atlassian Community!
You can generate a generic name for the ticket, the form allows you to hide fields, like summary, and give it a default name. But it also relies on request types, so you could have a request type for password reset, and then use the summary field to ask the customer which application the password should be reset for. The form does not allow you to get data from other fields to create the summary, you would either have to use an app like Proforma forms to do that. Or by using automation and set the summary once the ticket has been created.