This chapter provides information about using Issue Templates for Jira app in Jira Service Management.
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.
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.
To set a default template use the dedicated feature.
You can use checklists on customer portal, however there are some limitations:
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