This chapter provides information about using Issue Templates for Jira app in Jira Service Management.
The old Template field will be removed in Issue Templates for Jira. If you had it configured in Jira Service Management before you need to replace it manually.
Make sure you add the Issue Template field to a request type instead of the old Template field:
For team-managed spaces see this chapter.
You can find detailed instructions below in this chapter.
Apps can’t interfere with the form displayed in the Customer Portal.
There is no API that allows apps to react to selection changes or pre-populate form with default values.
UI modification doesn’t support Jira Service Management spaces yet. To apply a template in such a space use the create from template button in that space instead of applying the template to the native create screen.
A template in the customer portal can be only applied after the request creation.
To enable applying templates on the customer portal requests turn the toggle on in the global configuration.
If you disable a repository that contains JSM templates from global configuration and enable it again, you’ll have to activate templates on the service desk again.
The Issue Template field can be added to Request Type and be selected by customers on the Customer Portal. The 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.
A customer sees all templates available in Templates Repository without knowing which fields will be copied in their 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. A customer can choose a template that doesn’t fully correspond to the problem.
It’s also possible to hide the Issue Template field and set the default template for a target Request Types. With this configuration previously selected, a 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 a customer won’t be overwritten by template’s.
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.
By setting a default template in a request type the template will be automatically applied after creating each new request. Due to technical limitations it won’t be applied to the customer portal, but applied to the response sent by a customer. You can use this feature to automatically create jira tasks based on the customers’ input using smart defaults.
To enable this feature in a request type you need to set a preset value in the Template field, which will be added to the request type. The steps below will guide you through the process.
Go to Space settings > Screens.
Edit the create screen of the request type corresponding with the request type you want to apply a template on.
Add the Issue Template field from the drop-down list.
To apply a default template go to Space settings > Request types and click on a type you want to have a template for. Add Issue Template field and fields covered by the template to the request form.
Expand options.
Check the Use preset value and hide from portal box.
Scroll down and find your template, set it as default. Save changes.
Navigate to Apps > Manage Apps > Issue Templates for Jira > Configuration.
Switch to the Advanced tab and turn the Allow Customers to use templates via customer portal. Requests will be created and edited by user: Issue Templates for Jira toggle on. By default, it’s turned off.
With the created template you are able to automatically:
Fields such as summary or description will be overwritten unless you use Variables.
You can automate your process easily with Smart defaults.
The template won’t be visible to customers in the portal, it will be applied after the request has been created.
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