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Where can forms be used?

The features described on this page may not yet be available on your Jira Service Management site. To find out when these features will be live on your site, keep an eye on our release notes or the Atlassian Community.

In each form’s settings, you can choose to show that form in three possible places: as part of the portal form when customers raise a request, to create new issues, or recommended when adding forms to issues. Learn how to create or edit a form.

All forms behave the same way in the issue view, regardless of whether they were filled out in the portal, used to create the issue, or added to the issue manually. Forms appear under Forms in the issue view. Learn how to add a form to an issue.

Portal form

When you add a form to the portal form for a request type, it’ll appear for customers to fill out when they raise a request of that request type in the portal. Learn more about the portal, or how to add a form to the portal form.

In the portal, when a customer is raising a request:

  • The form can be used on its own for raising requests, or used alongside existing Jira fields.

  • The form will appear underneath any Jira fields that were added when configuring the request type.

  • Form fields will look much like regular Jira fields – customers won’t notice that the form is a separate object to the usual customer request form that they’re used to filling out. However, after the request is raised, the form will be separated, and customers will be able to see it under Forms on their request.

  • If you want to use the form on its own, but automatically fill Jira fields with form field information, you can link form fields to Jira fields. Learn how to link form fields to Jira fields.

Create new issue

In a form’s settings, you can choose to use the form to create new issues in Jira Service Management.

For each request type you use to create new issues using a form, a unique URL is created. This URL can be shared externally so that forms can be filled out by any licensed, logged-in Jira users and create issues. You can also add each URL to your left hand navigation for quick access. Learn how to create a shortcut.

Agents and admins can add forms to existing issues. Learn how to add a form to an issue.

When adding a form to an issue of a specific request type, forms that are recommended in issue appear at the top of the list of available forms. This allows agents and admins to add the right form to the issue quickly, without having to search through every available form.

Additional Help