Using Forms to build Agent side forms fields

[Tom David]

I love the way I can use Forms for customer Portal Request types, but I don't see how to display the same fields I created in Forms for the Agent view (when a support agent click the Create button) 

Must I add the same fields I have added in Forms as custom fields to Jira? there is no way to use the same form?

[Ste Wright · Accepted solution]

Hi @Tom David 

The answer is sort of.

You can't replace the Create button with form functionality - but you can provide a direct link to an Agent, who can then use the form to create Issues.

To do this...

1. Go into Project Settings > Forms
2. Select the right Form
3. Go into the Tab Settings
4. Toggle Create new Jira Issue in the left-hand column to ON
5. Copy the link, then save changes

This now allows you to use the form itself to create Issues directly in the JSM Project.

A few limitations to note...

• All fields need to be on the form, including Summary. This method does not recognise fields which are on the regular Request Form. If Summary is not on the form, it'll default at creation to the Form's name.
• This method does not recognise mandatory fields on the regular Request Form either - eg. having attachment on the Request Form (as the field is not available in Forms) and mandatory will stop this option from being switched on.

Ste

[Tom David]

Thank you @Ste Wright  

I was hoping we can use same fields for the Agent side. I guess I will stick with custom fields for now. feels kind of redundant to redo the field.