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About duplicate form fields and Jira fields

If you add a form to a request form, and:

  • the form contains a field that’s linked to a Jira field, and;

  • that Jira field also appears on the request form

then:

  • the Jira field won’t appear on the request form in the portal, but;

  • the Jira field will appear on the submitted request on the portal, and on the issue view for agents and admins.

Learn how to configure request types, add a form to a request form, or link a form field to a Jira field.

Example

You’re configuring your Request a new laptop request type. On your request form, you’ve got a set of Jira fields, including the Due date field. You’ve also added a form called Additional information to this request form to collect some extra information from your customer.

The Additional information form contains a form field called When do you need this laptop? that links to the Due date Jira field.

When the customer is filling out the request form in the portal:

  • they will see the When do you need this laptop? form field

  • they won’t see the Due date Jira field anywhere

When the customer views the request in the portal after it’s raised:

  • they will see the When do you need this laptop? form field in the Additional information form

  • they will also see the Due date Jira field on the request

When an agent or admin views the issue in Jira Service Management:

  • they will see the When do you need this laptop? form field in the Additional information form

  • they will also see the Due date Jira field on the issue

Additional Help