Attachments in request type versus form

[NoName]

What is the functionality difference between having the attachment field in the request form versus the separate form? Since we can't choose where to place the form within the request and the attachments field is oddly in the middle of the page when it's in the request form, I'm considering removing the attachments field from the request form and adding it the bottom of the separate form instead.

However, I'm not sure of any ramifications this could have. Will attachments transfer if the ticket gets moved? Any other issues this could cause? Since I can't link the attachment field in the separate form to the Attachment Jira field, I feel like this would be an issue somewhere.

[Marc - Devoteam]

Hi @NoName 

If you set the attachment field in the form an link this to the Jira field attachment.

Yes attachments will be retained if the ticket gets moved as they are part of the issue now.

When creating forms an the fields on the forms are linked to Jira fields the infotmation os now paert of the system and even if the form is removed the information is retained.

[Susan Waldrip]

@Marc - Devoteam is correct, and a note from learning the hard way, the data entered on a Form is not saved to the Jira fields (i.e., usable) until someone Saves or Submits the Form (or automation submits it). 🙄

[Susan Waldrip]

Hi @NoName , one thing to consider is that anything added to, edited in, or removed from a Form does NOT show up in the request's History. Even adding, editing, and deleting a Form on a Request doesn't get tracked in History, so if accessing the History is important to you, that would factor into your decision.

From a usability point of view, once a Form is submitted you'll have to set it to stay open so additional attachments can be added to it as the request moves through the workflow (Form Setting "Keep this form open for edits") for the specific Form OR you can use automation to reopen it after it's submitted, depending on your situation. And if your situation calls for attaching multiple Attachments Forms to a request, your customers (and your agents) will need to open each form instance to find the attachment(s) they're looking for.

[NoName]

Thanks. I wouldn't want to inhibit them from attaching new docs and didn't think about the part of the form being locked and us having to unlock. We'll leave it as is, thank you for the insight!

[Susan Waldrip]

You bet! If you found this helpful, would you mind marking the Accept Answer button so others in the Community know it was accurate and helpful. Thanks much and good luck!