Turn Jira Forms submissions into actionable insights

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If you’re working with Jira Service Management, chances are you’ve already added Jira Forms to your request types. They’re one of the most powerful ways to structure requests, guide customers with conditional logic, and collect exactly the right information, without needing a Jira admin to create new custom fields.

But until now, there’s been a blind spot: while Jira Forms make request intake smoother, you couldn’t analyze how they were performing.

Were customers leaving certain fields blank? Were agents forced to recategorize issues because the form didn’t capture the right info?

Service owners had no way to see these insights.

That’s where the new Forms field analysis in Elements Catalyst comes in.

mes in.

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What are Jira Forms and how do they work

Jira Forms are dynamic, user-friendly ways to collect structured information from customers in Jira Service Management. They let you:

• Use conditional logic and rich formatting to guide users through requests.

• Create form-only fields without Jira admins having to configure new custom fields.

• Link form fields to Jira fields when needed for reporting or workflows.

• Add forms to request types so customers always provide the right details.

• Allow agents to attach Jira Forms to existing issues to collect more information or track internal processes.

 

For example, imagine your IT team handles laptop requests. With Jira Forms, you can create a single request type with conditional fields: employees who select “Windows” see different options than those who select “Mac.” This avoids confusion, ensures requests are accurate, and reduces unnecessary back-and-forth between customers and agents.

Teams can also create templates for recurring processes, making it simple to reuse the same structure across multiple issues. This way, fields remain consistent, and data is easier to collect and compare.

In short, Jira Forms make it easier to design smarter request types, reduce delays, and capture the exact information your team needs to act quickly.

Read more about Jira Forms.

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What does Elements Catalyst have to do with Forms

Elements Catalyst is an app designed to give service owners complete visibility into their Jira Service Management (JSM) service catalog. It centralizes and analyzes request types, workflows, and now Jira Forms, so teams can understand how their catalog is built, how it performs, and how to improve it.

With Elements Catalyst, you can:

• Visualize your service catalog: see a unified view of all request types, portal groups, and key metadata so nothing is hidden.

• Access analytics per request type: track usage, conversion, drop-off, and portal usability metrics to understand catalog performance.

• Monitor item lifecycles: review changes over time (creation, updates, deprecation) for your catalog elements.

• Eliminate shadow IT and optimize offerings: use insights to prune unused services and surface high-value items.

• Drive continuous improvement: uncover gaps, detect confusing request flows, and iterate based on real usage data.

In short, Elements Catalyst empowers IT managers, service owners, and support leaders to make confident, informed decisions about their service catalogs.

Read more about what is an IT Service Catalog

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Analyze Jira Forms fields in Elements Catalyst

Elements Catalyst now supports tracking and analyzing data from Jira Forms. This means every form field that customers interact with can be included in your service catalog analytics. You’ll be able to:

• See how catalog items are structured and whether they’re aligned with the value you want to deliver.

• Track Jira Forms lifecycle and changes, including who created, submitted, or modified them.

• Capture performance metrics, like unanswered form fields or requests recategorized by agents.

• Measure usability and business value, helping you continuously improve your service catalog.

This also helps you create dashboards and reports that highlight which fields drive the most value, where customers struggle, and which issues arise most often.

In short: Jira Forms are no longer a black box. Elements Catalyst transforms them into measurable, actionable data.

Check documentation on how to analyze Jira Forms data

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Why analyzing Jira Forms matter

For service owners, this change is huge. Jira Forms are at the heart of how customers interact with your service catalog, but without visibility, it’s been hard to improve them. With Elements Catalyst:

You can spot catalog item usability and efficiency trends: Are customers confused about certain fields? Why are there so many forms reopened for certain request types?

You get compliance and accountability: full audit trails for Jira Forms changes and submissions.

You improve customer experience: by adjusting the configuration of Jira Forms based on real data instead of guesswork.

You can finally justify ROI of your service catalog: with clear, data-backed insights on usage and performance.

From the customer’s perspective, this means shorter forms, more relevant and meaningful questions, and a smoother experience when submitting requests. From the agent’s perspective, it means fewer incomplete tickets, fewer form reopenings and faster resolution times. Everyone benefits from better-designed Jira Forms.

By learning which fields cause confusion and are either skipped or misunderstood, teams can collect higher-quality data and avoid creating bottlenecks. The result is fewer errors, more efficient request fulfillment processes, and enhanced customer satisfaction across the boar.

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The bigger picture

This update positions Elements Catalyst as more than just a reporting tool, it becomes your best partner to optimize service catalog offerings. By combining structured data from Jira fields with dynamic insights from Jira Forms, you get a complete view of how your services are being requested, delivered, and optimized.

Organizations that embrace this approach can continuously improve their service catalog: identifying gaps, streamlining request types, and ensuring every form truly supports business value. Whether your goal is faster response times, better compliance, or demonstrating the ROI of IT services, the app provides the insights you need.

 

Elements Catalyst also gives you the ability to create consistency across your catalog, ensuring fields are standardized and reducing duplicate issues caused by poorly designed requests.

For anyone running a service desk, this means you can iterate faster, improve confidence in your catalog, and deliver measurable value to your organization.

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Ready to unlock the value of Jira Forms

Jira Forms make request intake easier. Elements Catalyst makes them measurable. Together, they give you the insights to design a smarter, more efficient service desk.

👉 Try Elements Catalyst for free on your service desk and start analyzing your Jira Forms.