How do I get my form into the ticket?

[Antonia]

I have selected the same request type "Request a change", but I don't see it anywhere in the ticket when I create it. Is this even attached to a ticket?

[Olha Yevdokymova_SaaSJet]

Hi @Antonia 
It looks like you've correctly linked your form to the "Request a change" request type in your project settings.

What's happening

The form is linked, but it only shows up if:

• You're using the customer portal (Jira Help Center), or

• You turn on the little switch that says "Use request type fields" in the issue creation screen.

If that toggle is off, you're just using the default Jira issue view — so the form won't appear, even if it's connected

If your team prefers to see and use forms right inside the issue view (not just the portal) and use it to update existing issue fields(not just create like in the portal), this is where Smart Forms for Jira developed by my team can help:

✅ Show dynamic forms directly in issues (you can add it automatically or manually)
✅ Automatically map form answers to issue fields and update issue fields with form answers

✅ Form fields can be issue fields and can be not, they can exist independently in form or you can map them all to for example description field.
✅ Let both internal and external users submit forms
✅ Keep it consistent across all projects - no need to rebuild forms in each request type

Let me know if you'd like help setting it up or trying a demo. It makes working with forms inside Jira a whole lot easier! 😊

[Antonia]

Hi @Olha Yevdokymova_SaaSJet

thank you, for your help, but I have now switched the toggle, but unfortunately the fields that I have defined in the form are not displayed.

I have also compared the fields and there is no field from the form.

[Olha Yevdokymova_SaaSJet]

Yes, unfortunately not all fields is avaliable in this view, you may even see this message. But if you will be okay with the fields avaliable you may try to check if the form is tied to request type you choosed in form settings. For example here only one form is tied to request type so I can only see some of avaliable request form fields for the technical support request type. 
But JSM forms was't designed for this type of in issue forms, so that may be limited solution. 

[Antonia]

Hi @Olha Yevdokymova_SaaSJet

thank you for your help, but sadly it doesn't work either.

So, I disabled the checkbox "Attach to request types" and tried to create a  new ticket, but the fields are not the same (see attachment). And when the checkbox is activated and I chose a request type , it makes no difference. I can only attach a form outside of creating, but I never have the fields during ticket creation. I also don't get the message that you get. I have cheked the fields several times, but none of the fields from the form appear in this mask.

Without request type:

With request type:

[Marc - Devoteam]

Hi @Antonia 

When a form is used, this form will be on the issue on the section: Attached forms

This section is above the Activity section where the comments are.

Note fields used on the form should be filled out to be seen on the form and the form is only used when creating tickets from the portal, not from the agent view using the create button.

[Antonia]

Hi @Marc - Devoteam

thank you again, for your help!

I have now created a ticket, and not via the Portal/Help Center. Then I was able to click on “attach form” there. Is there any way to set it so that a form is automatically attached? Or is there something similar so that it is at the top of the ticket and not just an attachment? So instead of the work item and its fields, just the form.

[Marc - Devoteam]

Hi @Antonia 

This is the only way to do this, or you can create an automation that will attach the from after the issue creation.

Use the Add From action in the automation rule.

[Antonia]

Hi @Marc - Devoteam

thank you - I'll try it.