Set default value for the Description field in JSM request forms
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
A system field's default value can't be changed at this time. However, you can work around this by replacing the Description system field with a custom field and configuring a default value for it in the request type configuration.
Important
The Description system field is required to process support requests received via email using a Jira Service Management mail handler. Don't remove Description from request types used for email requests. You may consider removing it from the issue view only when it is not needed there.
Solution
This workaround applies to Jira Service Management Cloud, using the current request-type and custom-field context configuration.
Not possible to set a default value for system fields
Jira does not support adding or editing default values for system fields. There is a related feature request, which is currently unresolved. Check its current status on the public issue tracker, as it may change after this article was last updated:
Replace the system field with a custom one
The steps listed below can be used by the admin as a workaround to create a custom field with default values to be used in the request form for the request type:
⚠️ Warning: This workaround replaces the system Description field. Any automation rules, SLA conditions, filters, or integrations that reference the system Description field will need to be updated to use the new custom field.
Create a Paragraph type custom field named "Issue Description."
Make sure to select the screens of the relevant project to include the new field.
Find the field on the custom fields list and configure a default value for it in More actions (•••) > Contexts and default value.
Return to More actions (•••) > Contexts and default value for the Issue Description custom field, and confirm that the intended default value is displayed.
Under Project settings > Request types, open the Request form for the desired request type.
Confirm that Issue Description is included in the request form before removing the system field Description.
Remove the system field Description from the request form.
You can also consider removing it from the issue view.
(optional) To ensure customers can use rich text in this field, change the field renderer to a wiki-style renderer:
In project settings, click Fields.
Click the pencil icon next to the field configuration name.
Find the field on the list.
Click Renderers.
Choose Wiki Style Renderer.
Update.
If you encounter persistent issues with default field values not working as expected, or the steps above don't resolve the problem, please contact us via Atlassian Support. Provide detailed information about your project and forms to assist in troubleshooting.
Was this helpful?