Pre-populate <Summary> for a new service request via URL

[Yan Chen]

Hello Genius,

I am trying to move the IT service desk to the Jira Service Management and I faced an issue that on the old service desk system, we can use a URL with GET to pass the value of the parameters for creating a new request, then users click the URL to create a new request with the pre-populated values.
But it seems like it doesn't work on the Jira Service Management in the same way.
I've tried to via the CreateIssueDetails!init.jspa?pid=11111&&issuetype=11111&request-type=1111&summary=testsummary,  it works with the admin/agent but it not work with the service desk customer(403).

what I am trying to achieve on the Jira Service Management:

1. User1 creates a new request on project1

2. An automation job triggered after the request been created, the job is to send an email with the link for creating a new request with the pre-populate values to user2 

3. User2 clicks the link to create a new request and the values of the new request such as Summary are pre-populated.

Is that possible to perform the process above on the Jira service management?

Thank you!

[Joseph Chung Yin · Accepted solution]

@Yan Chen -

Hi Yan:

Issue creation in JSD is via the portal (i.e. your regular user without the agent license) only.  They will not have direct issue or project access like regular Jira project.  Therefore your above URL usage can only be applied to regular Jira project and not JSD project.

There is a enhancement request to allow "Create an issue via direct HTML link for SD customers" - https://jira.atlassian.com/browse/JSDSERVER-3992.  I would recommend that you add yourself as a watcher of the request.

In your plan, have you consider to provide the portal URL in the email to your user 2 example - <your based url>/servicedesk/customer/portal/3/create/199.  The only thing cannot be done that I know of is pre-populate summary via the same JSD portal URL.

Good luck.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, , Global Infrastructure Applications Team

Viasat Inc.

[Yan Chen]

Hello Joseph,

Thank you for your reply. I just go through the enhancement request you mentioned and found that they have implemented that feature on the JSDCLOUD, but not available on JSDSERVER yet.

I am wondering if there is an alternative way to achieve such as allow the customers to edit the request details? Then we can create the request for customers on the agent side and let them edit the details.

Thank you!

-Yan