Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
How forms work in the issue view
All forms behave the same way in the issue view, 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 issue either manually or by using automation.
Once an issue is created, you may need more information from your customer or team members. By attaching another form to an issue, you can collect this information more effectively. Any number of forms can be added to issues by selecting Attach form from the quick-add toolbar. Find out how to add or edit a form on an issue
In the issue view:
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 issue as usual, and the form they filled out will appear under Attached forms.
New forms added to issues are set to Internal by default, meaning that only agents and admins can see the form on the issue. 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. Learn more about form states, or about form settings
To prevent changes to fields that appear in conditional sections, edits can be locked if required in the form builder Settings.
A PDF version of the form will be saved and attached to the issue each time it’s submitted if this preference is enabled in the form builder Settings. These PDFs will appear under Attachments. Learn more about form settings
Example
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 issue, you can see the Jira fields they filled out at the top of the issue view, and the information filled out in the form underneath.
After viewing the issue, you realize you need to get more of the customer’s details. You attach an ‘Address and phone number’ form to the issue, make the form external, and add a comment to the issue 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 issue and view the form they just filled out. Now you have the information you need to keep working on the request.
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