Autopopulating field values in JIRA Project-Field required in JiraID for capturing credible response

[Prasad Andrews]

Field required in Jira ID for capturing the credible response to be sent to customers:

Background

the credible response is provided to customers where the issue reported by them are not addressed in the current product in the market due to various reasons e.g. due to technical limitations, the issue/feature is not in Prime scope, etc.

Upon receiving a request from Care team, credible responses are prepared to issue wise or for a group of issues and care executives need to respond to customers referring those credible responses whenever any new support ticket is getting added to that issue. (both defect and enhancement are referred to as ‘Issue’ here)

Requirement

As Care executives don’t have access to Wiki and it’s also convenient to refer the credible response in the Jira ID itself, this requirement came to have a field in Jira ID where the credible response can be recorded. Care executives will be able to copy the response and send to customers. This field will be applicable only for defects and enhancements.

1. This has to be provided in the modify/alter screen
2. It should not be mandatory
3. This field is suggested to open based on a checkbox like "Is Credible Response Required"

[Nic Brough -Adaptavist- · Accepted solution]

I would say you should forget a checkbox for "is a credible response required" - the answer is "yes".  Your customers should always get a response that explains the situation.  It's a credible response to say "we fixed it", "this is not a problem because <x>", "it works as we intended, see design <y>", "I'm afraid you've missed the point, here is how <z> works".

I could give you a vast list of incredible responses, but they're of no use ("a badger ate my homework" for example).  You don't need to ask for a "credible response", you should always provide one.

So, that simplifies down the fields.  And leaves you with a simple text box where an agent can say "we're closing this because <credible response>".  To do that, add a text field with a context of defects and enhancements (and on the edit screen at least), and no mandatory flag in the field configuration.  (and forget point 3)