Question related to fields and workflow status

[Debajit Hazarika]

Hi,

We are exploring Jira Service Desk as our ticketing Tool. I have the following questions related to fields and workflow:

1. JSD provides a separate feature for "Version". We have an Issue Type "Installation Request" in which, we ask from the customer the "Required Version" to be installed. For me, "Required Version" will be a custom field and I want to get the values from "Version" fields for the released version only and get those populated in the dropdown for "Required Version". I am unable to find a way to do that. Can anyone provide some guidance on it?

2. When a ticket is on "Waiting for Customer" and customer responded to the ticket, does the ticket go to "Customer Responded" state automatically? If not, how can I accomplish that using Jira Service Desk Tool?

Thanks in advance. Appreciate your help.

Regards

Debajit Hazarika

[Luiz Gregorio]

I can answer the second question.

If you are using Jira Service Desk it will have the "Automation" functionality under project settings. With the automation you can configure Issue transition based on comments inserted.

For the first question, if I am not wrong you will have to create a Scriptrunner groovy script in order to populate a specific field during issue creation. Doesn't seem an easy task as far as I know about versions.

[Bastian Stehmann]

Hi @Debajit Hazarika ,

For your first question, you can use one of the existing version fields if they are not yet used and just rename it in the request type configuration. 

Your second question can be solved with automation, that are built-in to Servicedesk. You can find them in the project configuration area.