When to use forms?

[Eric Bjerke]

As I continue to build out portal categories, I have been wondering when should I be using Forms? I know when you need to make some fields dynamic, you need to use forms. However if I don't need them dynamic, is there a reason to use forms or not? Or is it simpler to just add the fields within the request type? This is another best practices question is all, just looking for some feedback from other people!

[Robert DaSilva · Accepted solution]

Hi @Eric Bjerke , great question.

I've found Forms are really useful for capturing more complex information out of your customers. That includes the use case you've already identified, dynamic inputs.

There are a number of benefits to using forms:

• You can collect a wider array of data types and inputs
• You don't need to create custom fields for each input for it to be captured
• You can design the form with Confluence style designs, to make inputting information a more friendly experience

However, there are a few drawbacks:

• If you do not connect a Form entry field to a Jira custom field, the data cannot easily be searched
• Forms generally start collapsed when viewing a JSM work item, so it's another click to open the data
• Last I checked, Form data (both the form itself and any inputs saved to Jira work items) do not migrate with Atlassian's migration tooling, so if you move instances in the future, this could be lost

That all said, I think it really depends on how you're using your JSM instance, and what type of information you're trying to capture.

I quite like Forms for the dynamic structure and flexibility, but that may not be necessary for more structured or basic requests. 

---

I think the best advice I can provide is this:

Try and keep your Requests and inputs as simple as possible. The more input fields you include, the more complex and time consuming requests become. Truly think about if that piece of information is required, or if it can be inferred from another piece of data.

Hope that helps!

Robert

[Robert DaSilva]

One example of inferring data could be something like the reporter's location.

JSM Assets can be used to hold user information, which can contain the person's office location, contact info, and more. This data can be auto-populated via API from your HR systems, or via your IDP. You can have automation rules set up so that when a new request comes in, the user data is searched based on the request user, and a new comment or custom field is populated with that information.

Alternatively, you can find any IT assets that may be associated with the requestor using a similar method, but searching all items where that user is attached as the owner within Assets.

[Eric Bjerke]

@Robert DaSilvaThank you for this! That is exactly the information and tips I was looking for!

[Robert DaSilva]

@Eric Bjerke Happy to help!