Understand form visibility behavior in Jira Service Management Cloud

Summary

This article explains the default behavior for form visibility in Jira Service Management Cloud and why forms may appear collapsed when an agent views a work item.

Diagnosis

Forms may appear collapsed when an agent views a work item in Jira Service Management Cloud.

Cause

There is currently no global configuration setting to force a form to be automatically expanded (or collapsed) for all agents on every work item. The initial viewing state (expanded or collapsed) is determined by specific logic based on individual user interaction and "sticky" preferences.

Solution

While it is not possible to mandate a global expanded or collapsed view, understanding how the system determines form visibility can help.

Jira Service Management follows these rules to determine if a form is shown as expanded or collapsed:

First-time interaction

For a user who has never interacted with forms on a work item before, the system automatically displays the first form attached to the work item in an expanded view.

Sticky user preferences

If the user manually collapses a form, the system remembers this preference. When the user navigates to a new work item, the form will remain collapsed by default until it is manually expanded again by the user.

Navigation logic

The state of a form when moving between work items, depends on the specific forms attached:

• If the user leaves a form in an expanded state and navigates to a different work item that has the same form attached, it will remain expanded.

• If the previously expanded form is not present on the new work item, all attached forms on the new work item will be collapsed by default.

Monitor feature enhancements

We are tracking the request below to provide more control over default form visibility.

• Forms: Display/Hide forms by default on an issue.