Zendesk 'Ticket Forms' into JSD

[RamR]

The Zendesk ticket forms are a collection of custom fields in multiple screens. Zendesk allows an agent to choose one of the appropriate ticket forms and update it depending on the ticket he/she is working on. I need to implement the same in to Jira Service Desk. Any ideas on how this can be accomplished in JSD.

[Dirk Ronsmans]

Hi @RamR ,

I hope I understood your question correctly :)

I guess you would like your agents to have some sort of a template/specific issue screen based on what the isuse is regarding then?

What I can think of is the following 2 solution:

1) You define these as Request Types for the portal and you can have your agent use the "raise a request" (and then raise it in the name of the reporter). This Request type screen would then be custom based on which type you are trying to create.

2) use an add-on such as ScriptRunner to write behaviours. These will allow you to hide/show fields based on different fields. 

This way you can make the "multiple screens" as multiple tabs in the issue create screen and hide/show the appropriate tab based on a value chosen on the first tab (a field such as a template.