Show or hide form sections based on customer answers
Conditional sections let you show or hide parts of a form based on how a customer answers an earlier question. This keeps forms short and only asks people what's relevant to their request.
What conditional sections do
A section is a group of fields on a form. You can set a condition on a section so it only appears when a customer's earlier answer matches a value you choose - for example, showing a "Hardware details" section only when the customer selects "Hardware" as their request type.
Conditions work at the section level, not on individual fields. To show or hide a single field, place it in its own section and set the condition on that section.
You can combine multiple conditions on one section using and / or:
Use and when every condition must be true for the section to show.
Use or when any one condition is enough.
When a section stays hidden, its answers aren't submitted with the request - the fields in a hidden section are left out of the work item entirely. Only the sections a customer actually sees contribute to the request.
Before you start
A condition can only reference a question that appears earlier in the form than the section it controls.
Entitlement fields can't be used to trigger a condition. They don't appear in the condition field list, and a condition that references one can't be saved.
You need project admin permission to create or edit forms.
Add a conditional section to a form
In your customer experience, select Forms from the sidebar.
Select the form you want to edit, or select Create a form to start a new one.
Select Manage sections, then add the fields you want to group into a section.
For the section, select Edit condition.
Choose whether to show or hide the section when the conditions are met.
Select the field whose answer the condition depends on, then set the value that must match.
To add more conditions, combine them with and or or.
Select View to check the form before you save your changes.
When the form is ready, select Save changes.
Troubleshooting
You can't save a form with a required field in a conditional section
Every field on a CSM form is linked to a Jira field. If a required Jira field sits inside a section that can be hidden, the request could be submitted without that field - which would stop the work item from being created. To prevent this, forms can't be saved while a required field is inside a conditional section.
To fix it, do one of the following:
Move the required field out of the conditional section so it always shows.
Make the field optional, if your process allows it.
Remove the condition from the section.
When you try to save, you see this message: We can't save your changes - 'Entitlement' is required in the 'Entitlement' section. Required fields cannot be in conditional sections. Make the field optional, or remove the condition, then try again.
A section isn't showing when you expect it to
Check that:
The question the condition depends on appears earlier in the form than the section.
The operator and value in the condition match the answer exactly.
If you're using and, every condition is met; if any is false, the section stays hidden.
Answers to a hidden section aren't on the request
This is expected. When a section stays hidden, its fields are left out of the submitted request, so those answers won't appear on the work item.
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