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  1. Jira Service Management Cloud
  2. JSDCLOUD-14635

Add Support for System Fields in Ask for Information Step of Virtual Agent Intents

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • Virtual Agent
    • 6

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      Problem Description

      Currently the system fields are not supported in the Ask for Information step in Intents. Requests created from Virtual Agents will not have the default system fields filled with adequate details.

      Refer: https://support.atlassian.com/jira-service-management-cloud/docs/about-step-types-in-the-virtual-agent-flow-builder/

      Suggested Resolution

      Add support for System Fields under Ask for Information VA step

      Why this is important?

      All the request types in a project will have certain fields set when creating requests. However, due to Virtual Agent's inability to set System fields, many of the important/regular fields set in a project are not set for requests raised using VA. The uniformity in the projects are lost.

          Form Name

            [JSDCLOUD-14635] Add Support for System Fields in Ask for Information Step of Virtual Agent Intents

            Matt Lane added a comment -

            Having to create workaround solutions and/or alternate request types to that used in our JSM Portal just to accommodate the limitation that we cannot use the "Description" field when asking the user to provide a detailed description of their issue, request or enquiry in the VA conversation flow, is a real pain. We are forced to use a different custom field (large text box) instead ... and while this does not seem on the surface like a big issue, this presents a spanner in the works when all we want to be able to do is continue using the same request types that we operate in our JSM Portal without adding fields to the Request Type view which diminishes the quality and consistency of the portal forms. It shouldn't have to be this complicated.

            Matt Lane added a comment - Having to create workaround solutions and/or alternate request types to that used in our JSM Portal just to accommodate the limitation that we cannot use the "Description" field when asking the user to provide a detailed description of their issue, request or enquiry in the VA conversation flow, is a real pain. We are forced to use a different custom field (large text box) instead ... and while this does not seem on the surface like a big issue, this presents a spanner in the works when all we want to be able to do is continue using the same request types that we operate in our JSM Portal without adding fields to the Request Type view which diminishes the quality and consistency of the portal forms. It shouldn't have to be this complicated.

            enrico.aguiar added a comment -

            Hi, 

            This enhancement would be very helpful and should be out of the box to be able to support "Summary", "Description" and native fields.

             

             

            enrico.aguiar added a comment - Hi,  This enhancement would be very helpful and should be out of the box to be able to support "Summary", "Description" and native fields.    

              Unassigned Unassigned
              f1794db39e93 Subhra Majhi
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                Created:
                Updated: