Particular text fields on customer portal per request tyoe

[Mariano Redondo]

We are seting up Jira Service Desk to manage users service request. In order to ensure that the requester completes all necessary data when raising a request, it is mandatory that all the information that a particular service require, the user complets it in separated fields (instead of using the Description field for all of them).

As each service request has its own particular required information, I´d like to avoid creating a lot of custom fields. On Jira project side, agents could perfectly take all these information from one field text (for instance, the Description field), so i´m looking for a solution that show a kind of template with multiple fields on the user side, just to help him filling in all the required information, but once the issue is created all of them are "merged" onto the Description field.

I would appretiate if you could share with me your experiences if you had to deal with a similar scenario, and/or give me your opinion on how could I solve it (Using an add on is also a possibility).

Thank you!

Regards,

Mariano.

[Esther Strom · Accepted solution]

You could use existing custom fields and change the labels on the customer-facing request side. Then use the new Jira Automation (not the existing service desk automation) to pull the values of all of the fields into Description when the issue is created. However, this is going to display the changes to the portal as well if you are displaying the Description field in the user request.

This is what it looks like in the agent view; I didn't bother to hide the custom Work Type field, but you would.

[Mariano Redondo]

Esther, that´s a very interesting solution, and also with no add on required. I will give it a try.

Thank you !