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Issue Templates for Jira
Server/Data Center Cloud
Issue Templates for Jira

Server/Data Center

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Last updated Apr 29, 2020

Variables

This section explains what variables are and how you can use them in your projects.

Variables are placeholders that get automatically filled in when you create an issue using a template. They make your templates consistent and easier to use. Not to mention saving you a lot of time!

A wide range of repetitive tasks can be significantly improved:

  • Service Desk activities get a lot faster, with customized variables like selection and multi-selection lists, as well as ready-to-use support forms with only a few gaps to fill in.
  • Software Development tracking gets a lot easier with system variables like PARENT_STATUS, PARENT_DUE_DATE or TODAY (day of the issue creation).
  • Human Resources teams can automate new joiners’ hiring process by creating custom user variables, like [NEW EMPLOYEE NAME], [DEPARTMENT], [START DATE], and basically any value you can think of - you configure them yourself!

There are two types of variables available:

System variables are placeholders with a fixed definition. You can paste them into text fields in your template issues. They are available in all projects within the templates repository (TEMP) and will always have the same meaning.

User variables are created by you. You can choose any values to become variables in your templates and adjust them to your needs. You may also make them available for your team in all templates. Read more about user variables’ configuration here.

Info
If you still rely on the old format of variables, go to Version 7.12.

How to start

Here’s a short guide on adding variables while creating a template:

Steps

  1. To start creating a template with variables, go to Projects > Templates and click Create.
  2. Choose Issue Type, Issue Name and Summary. Description, together with variables, can be added in the next step.
  3. Click Create.
Issue Templates for Jira - Variables
Issue Templates for Jira - Variables

Now that your template draft is ready, reopen it and start writing the Description. You have several options for adding variables:

  1. Copy an existing user variable from the panel and paste it into the text.
  2. Create a new user variable by clicking on the plus icon. It will then be added to the panel where you can copy it and insert it into your description. Read more about the user variable’s configuration here.
  3. Use a system variable: go to the System tab and select a system variable of your choice. Copy and paste it, just like the user variables.
Issue Templates for Jira - Variables
Issue Templates for Jira - Variables
Note
  • Make sure you’ve added the Template field to the create screen of your project.
  • If you want to use your template in the Customer Portal, go to the Jira Service Desk tab and switch the toggle to enable it.

Now let’s see our template in use:

  1. Go to your target project, click Create and select your new template.
  2. Type in the values for each variable. (System variables will be replaced automatically).
  3. Click Replace values in fields and then Create.
Issue Templates for Jira - Variables
Issue Templates for Jira - Variables

Result

All the variables you defined have been replaced in the newly created issue. If the issue has sub-tasks, then the variables have been replaced there, too:

Issue Templates for Jira - Variables
Issue Templates for Jira - Variables

Customer Portal

Variables work on the Customer Portal as well. Here’s what our example looks like when seen from the user’s perspective:

Issue Templates for Jira - Variables
Issue Templates for Jira - Variables

IT Support Use Case

Using variables can help you speed up many repetitive support tasks. Let’s take requesting access to corporate Wi-Fi as an example. We can use three system variables that will get filled in automatically:

$TODAY - will be replaced by the current date
$USER_NAME - will insert the name of the issue reporter
$CURRENT_USER_MAIL - will insert the email address of the issue reporter

We can also create three other user variables. They will turn into blank fields on the issue create screen, so that users requesting access will need to fill them in:

[NAME] - in this particular configuration: first name of the guest
[SURNAME] - in this particular configuration: last name of the guest
[DEVICE_ID] - in this particular configuration: ID of the laptop or mobile device that will be used to access the company’s network

Issue Templates for Jira - Variables
Issue Templates for Jira - Variables

Result: All the user needs to do in order to raise the request is simply to fill in three fields:

Issue Templates for Jira - Variables
Issue Templates for Jira - Variables
Note
Read more about variables in Version 7.13.

Need help?

If you can’t find the answer you need in our documentation, raise a support request*.

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