How forms behave on work items
All forms behave the same way on work items, and appear under Attached forms. This is regardless of whether they were filled out in the portal, created using a link, or added to the work item either manually or by using automation.
Once a work item is created, you may need more information from your customer or team members. By attaching another form to a work item, you can collect this information more effectively. Any number of forms can be added to work item by selecting Attach form from the quick-add toolbar. Find out how to add or edit a form on a work item.
On work items:
When a customer has raised a request from the portal, any information they entered in regular Jira fields will appear at the top of the work item as usual, and the form they filled out will appear under Attached forms.
New forms added to work items are set to Internal by default, meaning that only agents and admins can see the form on the work item. Forms can be made external which also allows customers to see the form in the portal.
Depending on how the form has been configured, an agent or admin may be able to Edit a submitted form themselves, or Open customer edits to allow a customer to update answers and resubmit. Read more about form states, or about form settings.
条件付きセクションに表示されるフィールドの変更を防ぐため、編集を必要に応じてフォーム ビルダーの [設定] でロックすることができます。
A PDF version of the form will be saved and attached to the work item each time it’s submitted if this preference is enabled in the form builder Settings. These PDFs will appear under Attachments. Read more about form settings.
例
Let’s say a customer raised a request in the portal. The request type they raised was configured so that the customer had to fill out some Jira fields, as well as a form. When viewing the work item, you can see the Jira fields they filled out at the top of the work item, and the information filled out in the form underneath.
After viewing the work item, you realize you need to get more of the customer’s details. You attach an ‘Address and phone number’ form to the work item, make the form external, and add a comment to the work item letting the customer know there’s a new form that they need to fill out.
The customer returns to their request in the portal, fills out the new form, and submits it. You return to the work item and view the form they just filled out. Now you have the information you need to keep working.
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