How to add info to Jira portal without using forms/custom fields?

[Ethan Page]

Hello,

We are revamping our Jira portal for users to submit helpdesk tickets and are looking for a way to put information on the page without using forms or custom fields. 

For example, we've had to integrate the little blue section with the (i) icon into a form:



Doing this as a form, however, causes us to have to navigate into the form within the ticket to see the actual issue. Has anyone found a way to achieve this?

Thanks,
Ethan

[Olha Yevdokymova_SaaSJet]

Hi @Ethan Page 

It sounds like you're looking for a way to provide helpful information or context to users on your Jira portal without relying on custom fields or embedding the information into forms that require extra navigation. Here's how Smart Forms for Jira can help—and a few alternative approaches if you'd like to explore other options:

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Option 1: Use Smart Forms for Jira

1. Include Informational Sections Directly in Forms

   • With Smart Forms for Jira, you can include content elements like headings, descriptions, and horizontal dividers in your forms. These elements provide users with contextual information directly on the portal without being tied to custom fields or mapped to issue fields.
   • Benefit: The information is displayed on the form but doesn’t add unnecessary complexity to your tickets.
   • You can include help text and placeholder for each form element

2. Map Multiple Fields to Description

   • Smart Forms allows you to map responses from several form fields into a single Jira issue field like the Description. For instance:
     • Include detailed information from the form in the issue description, making it easier to see all relevant details at a glance.

3. Embed Additional Resources

   • You can use embedded links, instructions, or videos in the form to provide extra guidance or information without tying it to the issue field structure.

4. Separate Informational Sections

   • Add "read-only" sections or content within the form that are purely for user guidance and do not get transferred into Jira issues. This keeps your tickets clean while providing all the context users need during submission.

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Option 2: Use Jira Portal Customizations

If you’re open to minor customizations on your Jira portal, consider:

1. Announcements and Helpful Links:

   • Use the announcement banner in Jira Service Management to add a message or important links at the top of your portal.
   • While this doesn’t integrate directly into a ticket, it’s a good way to display general information.

2. Request Type Descriptions:

   • Add detailed descriptions or instructions to specific request types to guide users. This information is visible before a user opens a form.

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[Robert DaSilva]

Hi @Ethan Page , welcome to the Community!

Could you elaborate further on your desire to avoid Custom Fields?

One feature of Forms that may prove useful is the "Linked Jira Field" option. If you are able and willing to create new Custom Fields, you can link the data from any form field to any Jira Custom Field. This way, once the user submits the form, the data input gets copied to the Custom Field that is linked, and is visible directly from the main page.

Here's some documentation about this feature:

https://support.atlassian.com/jira-service-management-cloud/docs/link-a-form-field-to-a-jira-field/

I do know there are other apps available for Jira on the Atlassian Marketplace that enhance the JSM submission process, so a better understanding of your needs may help with narrowing down an app that can provide value.

Hope this helps,

Robert