Jira Service Management

Learn how to use templates on the Customer portal

The Template custom field is also available for Jira Service Management. You can use templates on the Customer portal and decide which request types and projects your template will apply to.

Go to the Availability chapter to see how to enable templates on the Customer portal.

Go to the Default template chapter to see how to set a default template on the Customer portal.

Adding the Template field to request types

Adding the Template custom field to target request types and screens is necessary for key features of Issue Templates to work, such as, post function and variables.

You need to add this field if you’d like to use following functionalities:

• using the Create Structure post function in your workflow
• showing the Template name in the Issue details view
• searching for issues created from a template using JQL

Change the Template field’s position

Steps

To change the position of the Template field on a screen:

1. Open the Project settings of your service project.
2. Select Template Field Position from the Issue Templates section.
3. Click the arrow to expand a list of fields added to the chosen screen.
   

   

4. Drag and drop the Template field to change its position.
   

   

Result

The Template field will appear in the chosen position on the screen.

Tip

Click Expand all to preview where the Template field is placed on other screens.

Additional reading

• Learn more about using Jira Service Management from official Atlassian documentation
• Top 10 Jira Service Management Server features for admins and agents