Duplicate Form fields in Portal

[faiz.jumari]

After the recent improvement of Forms to be integrated with Jira Service Management, the fields in the Portal are all duplicated. Meaning, the set of fields that we already have is being shown twice. 1 set on top, the other set appears under.

Users are also complaining that they are unable to find their names in the custom fields.

Anyone has similar issue?

[Callum Carlile _Automation Consultants_]

Hi @faiz.jumari 

Do you have some kind of forms app on your site, such as Pro Forma? If you do, then the duplicate 'Forms' option may be due to this, and the third party app may be clashing with the native Jira Forms. You may have two sets of fields associated with the same request type, so I would look into this first.

Hope this helps!

[faiz.jumari]

Hey Callum,

Thanks for taking the time to reply!

So we had contacted support yesterday and he mentioned that it was actually due to the update that they've pushed. (Integrate Forms into Jira Service Management)

Since we already were using Pro Forma, they needed to disable that first before integrating the new one. 

Refer to the first two screenshots above.

Forms (New) - Added by Jira

Forms- Currently using

Things got back to normal when they rolled back that update.