Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
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
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