Build intelligent Jira forms that adapt to user needs

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Ever struggled with long, static Jira forms filled with irrelevant questions? Your customers likely have too. Long forms can overwhelm users, delay resolution times, and reduce overall satisfaction. Fortunately, there’s a solution. Jira Service Management offers Forms. They guide users through relevant questions only, helping teams collect accurate, actionable information from the get-go. In this post, I’ll explain differences between static and dynamic forms and walk you through building them in Jira. 

Differences between static and dynamic forms

Static forms

• Fixed questions; same layout for all users.
  
  
• Ideal for simple, repetitive requests (e.g., vacation requests, password resets).
  
  
• Easy to set up, but lack flexibility.

📘For example, an HR Onboarding request could use a static form to collect basic employee data- name, start date, and department. However, if you also need to manage equipment requests based on the department, static forms become too rigid.

Dynamic forms

• Adjust fields based on user selections.
  
  
• Built with conditional logic (e.g., show field X only if option Y is selected).
  
  
• Excellent for complex service requests (e.g., IT issues, HR onboarding, facilities requests).
  
  

📘In an IT Support workflow, dynamic forms can be a game changer. Instead of overwhelming users with every possible question, the form can display specific fields- like software version or error code- only when a software-related issue is selected.

Using forms in the right places

Dynamic forms can be used in three main ways inside JSM:

• When creating new issues (by agents/admins internally).
  
  
• Added to existing issues (to collect more info during resolution).
  
  
• Embedded in customer request types (visible to customers on the portal).

📘For example, when a Facilities Request is submitted via the portal, dynamic forms can adapt based on the selected issue type (e.g., plumbing vs. lighting). Selecting HVAC issue might reveal additional fields for room location or temperature range, helping the facilities team take immediate action without needing follow-ups.

Create a static request form

It’s best suited for straightforward data collection scenarios where all users receive the same set of questions, regardless of their previous responses- ideal when no branching logic or dynamic behavior is needed.

1. Configure Request Types

In your project navigate to Request types > choose an existing type or create a new one.

2. Build the Form Layout

Drag fields into place, arrange them logically, and set which are required.

3. Save and Preview

Click Save, then preview how it looks to customers. Make adjustments as needed.

Create a dynamic form

In complex HR Onboarding cases, for example, dynamic forms can display only the equipment options relevant to the new hire’s department. Someone in Engineering might see a list of dev tools and monitors, while a Marketing hire sees options for camera gear or branded merchandise.

1. Open Forms

In your project, go to Forms.

2. Click Create Form

Choose the form type.

3. Add Fields

Use the builder to add the fields you need. You can rename the field name, add/edit its description and make it required/optional to suit your form’s purpose.

Creating Forms in Jira

💡If you want to expand the capabilities of the Forms management, the Extension for Jira Service Management app allows teams to add advanced conditional logic, custom validation rules, and dynamic field behaviors. This enables forms to react to multiple field inputs, validate entries, and guide users through complex requests.

4. Organize and Preview

Group related fields, add section headers, and preview the form to ensure logic works correctly.

5. Implement and Monitor

Attach the form to relevant request types and monitor usage for future improvements.

Summary

Forms in Jira Service Management helps reduce form fatigue and confusion, collect targeted, accurate data and resolve issues faster and with fewer follow-ups. How about you? How do you improve your JSM forms? Share in the comments.