Jira Service Management

This chapter provides information about using Issue Templates for Jira app in Jira Service Management projects.

Apps can’t interfere with the form displayed in the Customer Portal. There is no API that allows apps to listen for selection changes or pre-populate form with default values.

Some apps try to build the form from scratch, but it’s out of the ITC scope. Therefore, template in the customer portal can be only applied after the request creation.

Template field on the Customer Portal

Template field added to the Request Type

The Template field can be added to Request Type and be selected by customers on the Customer Portal. The undoubted advantage of this solution is a quick request creation and ability to adjust the template to customer’s problem. However, it can be problematic for both Agents and Customers.

To begin with, customer sees all templates available in Templates Repository without knowing which fields will be copied to his request. It may happen that completed fields will be overwritten by those from the template. As a result, Agents won’t have a complex, detailed description of Customer’s request. What’s more, the amount of templates may be confusing. Customer can choose a template that does not fully correspond to the problem.

Hidden Template field with default template

It’s also possible to hide Template field and set the default template for target Request Types. With this configuration previously selected, default template will be applied to a request right after its creation.

It means that Customers won’t have a chance to choose a template, but as soon as they create a Request on the Customer Portal, one of them will be applied.

If the Administrator or Agent (with appropriate permissions) will set the Scope correctly, fields completed by Customer won’t be overwritten by template one’s.

For more instructions on how to set the default template in target request type, click here.

Apply template post function

You can also use the Apply template post function. It automatically completes fields with values from template after the transition is performed. For further information, navigate to Apply template post function chapter.