Where can forms be used?
In each form’s settings, you can choose to show that form in three possible places: as part of the request form when customers raise a request, to create new work items, or recommended when adding forms to work items. Learn how to create or edit a form.
All forms behave the same way in work items, regardless of whether they were filled out in the portal, used to create the work item, or added to the work item manually. Forms appear under Forms on work items. Find out how to add a form to a work item.
Raise requests using forms
When you add a form to the request 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 request 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 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.
Forms can’t be used in certain channels at this time. This includes email, chat, the virtual agent, and the widget.
Create work items using forms
Create work items in Jira Service Management using direct links to specific forms, or general links to select the most suitable. These links can be shared externally so admins, agents, or collaborators added to the Service Desk Team role can submit forms outside the portal. Find out how to create work items using forms.
Add forms to existing work items
Agents and admins can add forms to existing work items. Learn how to add a form to a work item.
When adding a form to an work item of a specific request type, forms that are recommended in work item appear at the top of the list of available forms. This allows agents and admins to add the right form to the work item quickly, without having to search through every available form.
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