Autocomplete

Learn about Issue Templates’ most basic feature

Autocomplete allows you to automatically fill in issue fields with values predefined in a template. You decide exactly which fields should be copied from the template, and you can define their contents.

Defining a set of fields

Steps

To choose fields that should be autocompleted in a template:

1. Go to your Template Repository project.

2. Create a template (or select an existing one).

   

3. Go to the Fields tab and click on the pencil icon next to the fields.

   

4. Edit the autocompleted field values if necessary (they will be saved in real-time) and click Update

   

Result

Selected fields are autocompleted on the Jira Create issue screen after selecting the template.

Different set of fields for post function

More complex operations (like copying subtasks or using the Attachment and Issue Link fields in your templates) require adding the Create Structure post function to your target project’s workflow. Read more about it in the next chapter.

Comment field support

Discover how templates can speed up every process with ready-to-use comments

Issue Templates can improve the quality and speed of every support team in many ways. By adding comments from templates, Service Agents can automate the repetitive part of their work and focus on finding solutions.

You can configure every template to add a comment visible to customers. It can be a short confirmation message that their ticket has been received, some SLA information, or a closing message after the resolution of their issue.

Thanks to the Create Structure post function, your configuration may get as advanced as your workflow, with different comments getting generated on different transitions.

Templates selectable on the Edit issue screen / Transition screen

You may want to give your support team the possibility to choose different comments from templates when they handle a request. They will be able to choose the best matching canned response right from the issue view. Let’s prepare a special screen where the agents will be able to select a comment best fitting the request’s status.

Create the template

First, we need to create simple templates with the desired comments. Here is how to start:

Steps

1. Create a new template, containing only the comment (no summary or description).
2. Add the Comment field to the template’s scope.
3. Turn on the toggle next to Request form in the Availability tab.

You can prepare as many comments as you need. When they’re ready, we can move on to the project configuration.

Configure the target project

Now, let’s prepare our target project (in this example: IT Support). We’ll add a special screen and add it to a workflow transition.

Steps

1. Create a new screen, containing only the Template field (The comment section will be added by Jira default settings).
2. Go to your project workflow and start editing the transition, upon which the template should be selectable.
3. Add the screen to the chosen transition.

Result

Templates with different comments can be selected on the Issue view:

Templates that add comments in the background

We can choose to add comments in the background, without any additional screens being displayed. This way the comment will be added automatically, right after the issue passes the chosen workflow transition.

Create the template

We’ll create a template containing only one comment and associate it with the proper transition. The steps are almost the same as in the former example, except we won’t add any screens to a transition.

Steps

1. Create a new template, containing only the comment (no summary or description).
2. Add the Comment field to the template’s scope.
3. Turn on the toggle next to Request form in the Availability tab.

Add the Create Structure post function

In order to make adding comments in the background possible, we need to add the Create Structure post function to the target project.

Steps

1. Select the proper transition in your target project’s workflow.
2. Click Add Post Function and select Deviniti (Issue Templates) - Create Structure in the following mode:
   • Operation mode: Modify current issue
   • Template: (Select the template you’d like to use)
   • Subtask stage: none

Result

When an issue passes the chosen transition, a comment will be automatically be added in the background.