Can a form by started by a user in our HR department and then assigned to another user to complete?

[Amy Lane]

Hello

Brand new to Jira Service Management, I've created a form that I would like to have our HR department users start filling out with legal employee information and then send to the manager to complete the rest of the form with more specific department assignment information etc and then have the manager submit the actual form for a ticket.

Is this possible?  They won't be agents, just users.

Thank you!!!

[Aaron Geister _Trundl_]

@Amy Lane 

Welcome to the community and hope you are doing well. So let see if I can chime in on this question and help. 

If you are using these forms in service management you can add these to any request type in a ad hoc manner. You could have the HR be assigned to fill these out then re-assign them to the next stage. You could use the workflow for a specific work type to help make this process move along. When it goes to the next status or stage in process have it re-assign. 
I would say that a typical use case. If they don't have a JSM license as an agent they will need to fill the forms out at the portal. You can leave them in an open state so they could be edited by the person that needs to update the form.

I think this would work for you.

[Aaron Geister _Trundl_]

@Amy Lane 

Do you need an how to guide to achieve this or just looking for confirmation that it could work? 
Also please remember that if they are not agent they will need to use the portal to engage with the forms unless they are contributors and have a Jira license. Please let me know if this helped you by accepting the answer.

[Amy Lane]

If you have a how to guide I would greatly appreciate it. I am brand new to using Jira Service Management and trying to get things set up correctly.  Thank you so much Aaron!!!

Amy

[Aaron Geister _Trundl_]

@Amy Lane 

Overview: In Jira Service Management (JSM), users without an agent license can still interact with issues if they have a Jira license.

• This can be achieved by configuring a special role called "Contributor." Steps to Configure Contributor Access: Create the Contributor Role: Navigate to your project's settings.
• Create a new role named "Contributor." Assign Users to the Contributor Role: Add users to the project either individually or by group. Assign them the "Contributor" role. Update the Permission Scheme: Go to the project's permission scheme.
  
  
• Add the "Contributor" role with the following permissions: Browse Project: Allows users to view the project. Comment: Allows users to add comments to issues. Edit Issue: Allows users to make changes to issues. Interaction Options:
  
• Using the Issue View or Work View: With the Contributor role, users can interact directly within the issue view or work view without needing to use the portal.
  
• Using the Portal: If you prefer, you can make forms open in the portal. This allows users to update forms directly through the portal, which might be simpler for some use cases.

Important Notes: Users need a Jira license to be configured as Contributors. They do not need a JSM license for this role.

I will try and creating a Loom video to demonstrate these steps could be very helpful, especially given the configurability of Atlassian tools. Visual guides often make complex processes easier to understand and follow. Would you like any additional details or have any other questions?

[Amy Lane]

Thank you so much Aaron!  I will give these steps a try this week and let you know how it goes :)  You are awesome

[Aaron Geister _Trundl_]

@Amy Lane 

If you find this to have answered your questions please accept the answer so others in the community can find this as helpful. 

Please let us know how it is working out and if this helped to solve your question(s).

[Olha Yevdokymova_SaaSJet]

Hi @Amy Lane 

What you're trying to achieve — a multi-step form process between HR and the manager — isn’t fully supported with native JSM forms out of the box, especially when you're working with users who aren't agents.

But there’s a solid workaround using Smart Forms for Jira.

Here’s how it works:

✅ You can add a form directly inside a Jira issue. That means HR can start filling it out, the draft will be saved then share the work item (with form) with the manager to complete the rest — all in the same place.

✅ If you're collecting info externally (say, from the employee), HR can pre-fill parts of the form using default responses or content-only fields with instructions like “Do not edit this section.” The rest can be completed by the employee.

✅ You can also control visibility, apply field validation, and trigger workflows (like status transitions or notifications) once the form is submitted — without needing the person to be a licensed agent.

✅ And importantly — any form, completed or in progress, stays attached to the issue. So if you move the ticket from JSM to Jira Software (or vice versa), the form goes with it. This makes cross-project handoffs easy without losing context or data.

So in short: yes, this kind of structured hand-off is possible, just not with native functionality alone. Smart Forms gives you the flexibility to handle it securely, without complicating your licensing model.

Let me know if you’d like a quick setup guide or use case examples!