Add a form to Incident in Customer Portal after creation

[Cláudia Carvalho]

Current : I have an option in the Customer Portal for users to request tickets to be expedited/escalated. When the button is pushed, a free text box shows up for them to fill any information that they want. 

The problem: After tickets are requested to be expedited, they are triaged by the service desk. As there is no standard on what information is required to do a good triage, the service desk struggles to do a good assessment.

The goal: After clicking on "Expedite" Button, the requester will be required to answer a couple of questions providing information essential for SD to triage. Is there an option for a form to pop up with the questions?  I was advised there isn´t. As a last resort, maybe uploading a template ? 

[Mikael Sandberg · Accepted solution]

Hi @Cláudia Carvalho,

Welcome to Atlassian Community!

The response that you got that this is not possible is incorrect. This can be done by using Forms and automation. The way it would work is that when the customer click on Request Expedite is that an automation attaches a Form to the request and then adds a comment that asks the customer to fill out the form before the request is expedited. That way you can "force" the customer to fill out the information you need in order to take the right actions. 

I use a similar workflow for renewal of vendors. The reporter of the review can either manually initiate the annual review or there is an automation that reminds the user 3 months before the current approval expires. The reporter then click on Review and that triggers an automation that attaches a Form to the request. Once that Form is submitted a new request is created that kicks off the review again. 

[Eugenio Onofre]

Please note I never mentioned you cannot add a comment field. This is default from JSM. Imentioned it is not possible to CUSTOMIZE this form that pops up :) 

[Mikael Sandberg]

@Eugenio Onofre I am not taking about a comment field, I am talking about Forms (previously ProForma forms) that you can add to the request form anytime and have the customer fill it out. And there is no limitation on how many forms that can be added. The Form can be configured to be dynamic, so based on the options the customer selects, you can view more fields that they need to fill out.

[Eugenio Onofre]

100% CLEAR AND CORRECT!
Thanks for sorting it out!

[Anora C]

Did you find a solution to this?  I have the same question. 

[Eugenio Onofre]

Unfortunately, there is no default functionality in JSM that allows you to customize the form that is shown when you ask for more information in a transition from the portal.

You may be able to achieve it using Atlassian Marketplace plugins. I suggest checking the marketplace catalog to see if any of the existing plugins can assist you.

[Eugenio Onofre]

Hi @Cláudia Carvalho

Tudo bem?

Unfortunately, there is no default functionality in JSM that allows you to customize the form that is shown when you ask for more information in a transition from the portal.

You may be able to achieve it using Atlassian Marketplace plugins. I suggest checking the marketplace catalog to see if any of the existing plugins can assist you.

Please do not forget to accept this answer in case it helps you resolve your question so it can help other community members in the future.

Regards,
Eugenio