Can we fetch a JSM request form (with all custom fields like Office Location and Floor) via API?

[Ram Krishna Srivastava]

I’m exploring the Jira Service Management (JSM) APIs to build a chatbot that can create tickets on behalf of users.

For example, let’s say a user reports an IT issue such as “Wi-Fi not working.”
Normally, in the JSM portal, they would open the relevant request form, fill in fields like Office Location, Floor Number, and a short Summary, and then submit the ticket.

I understand that using the Create Issue API, we can create tickets programmatically.
However, I wanted to confirm:

1. Is there a way to fetch the full ticket form (including all the custom fields like office location, floor number, etc.) via the JSM API?

2. Can we use those field details to display options to the user (in a chatbot) and then create a ticket by sending those selected values back through the API?

Essentially, the goal is to replicate the portal form experience through a chatbot -fetching the form fields dynamically, showing them as options, and creating the ticket using the user’s inputs.

Could anyone please guide on the right API endpoints or approach for achieving this?

[Mohamed Benziane]

Hi,

Yes you should be able to create a JSM ticket from the api using this endpoint: The Jira Service Management Cloud REST API, you can take a look at te form parameter.