Can I make a select field with options that are values in another field?

[Evelyn Hulsey]

Use case: Our Support team needs to report an issue impacting a specific client to our product team. I want to supply them with a field on their ticket type where they can choose from existing client names. The available values for that field should be updated as new clients are added to our system. 

Background info:

Client names are added to our system via a read-only field that's populated by our Salesforce integration. The first time a client works with us, a ticket is created for them and it includes their name in that read-only field on the ticket. Support would only ever need to report an issue for a client after that initial ticket has been created. 

The Support team uses the JSD interface to report issues. Once an issue is triaged, it may either be moved to a JSW project, or just have a JSW ticket linked to it. 

Question:

Have others solved for this use case, and if so, how? I'm open to different approaches - at the end of the day I want the client name on the Support-created ticket to be an exact match with the values in Jira that originated from Salesforce.

[Elyes Gannoun [Elements]]

Hello @Evelyn Hulsey ,

Welcome to Atlassian Community!

Let me offer a different approach. The company I work for develops Elements Connect, which is an application that can connect to Salesforce through its REST API, fetch the wanted data (here the client's name), and populate a Connected item with it.

Therefore, a read-only field can already be populated directly by the Salesforce's data, avoiding any manual errors.

If you need a live demo or hear more about our solution, feel free to reach out!

Kind regards,
Elyes

[Evelyn Hulsey]

Thanks Elyes. One step I think is missing is how the support person selects or otherwise inputs the account name in Jira. Are you proposing a read-only text field, or a different read-only field type that the support person could interact with to choose the right account name?