How do I add forms to the Create view of Jira for internal users?

[Chasmin Lewis]

I have Request Forms associated with Request Types that are visible on the Customer portal. I want these same forms to display when my internal users click the "create" button in JIRA when they select the corresponding Request Type. How do I add forms to the internal Create view?

[Susan Waldrip · Accepted solution]

Hi @Chasmin Lewis , in addition to what @Aaron Pavez [ServiceRocket] provided, agents can see and complete the forms on Create screens that the customers complete by ensuring the Use request type fields toggle is ON, and then clicking the Open portal link to complete the request in the portal. JSM doesn't provide a way for the forms to be attached in the screen that appears when the agent clicks the Create button, they have to go to the portal to do so but the link makes it pretty easy.

[Aaron Pavez [ServiceRocket] · Accepted solution]

Hi @Chasmin Lewis 

As far as i see it, no you can't. Forms are for customers while Agents have the Create button.

BUUUT, the JSM agent side will have the same fields as the form. so that's something. you wont see the Form as the customer sees them but the fields will be exactly the same.

Or tell them to use the portal to create tickets though. You can add the customer email if needed while creating the ticket.

Regards

Aaron

[Chasmin Lewis]

Is there a way to publish the forms to the portal but not allow customers to see those forms if they don't have access to that request type? 

[Susan Waldrip · Accepted solution]

Hi @Chasmin Lewis , if I understand your question, you can't publish only a form to the portal, you'd have to have the form in a request type screen. However, if you do that, you can restrict the viewing and editing of that request type to only agents (licensed users) or specific users, groups, or customer organizations.

After you create a new request type, you can add the form(s) you want in it and Restrict it as you want:

[Chasmin Lewis]

THANK YOU!