Custom form

[Nikki Maenen]

Is it possible to keep a form always open so that I don’t have to reopen it each time? I have already enabled this setting: Keep this form open for editing.

I’ve added a form to a request type so customers can later add information to the ticket, rather than in the comment. However, now I have to reopen the form each time for them to enter something."

[Olha Yevdokymova_SaaSJet]

Hi @Nikki Maenen 
This is just how native JSM forms work today. Even if “Keep this form open for editing” is enabled, the form is still handled as a single submission. After it’s saved:

• the form closes

• and the customer has to reopen it again to add more information

That setting only allows future edits, it doesn’t keep the form permanently open.

What people usually do instead

• Ask customers to reopen the form each time

• Use comments for back-and-forth updates

• Or create a separate follow-up form for additional details

If you want a smoother experience

Some teams switch to Smart Forms for Jira for this use case:

• A form link can be used multiple times

• You can enable “Allow respondents to edit their own responses” in the form’s restrictions

• Customers can come back, open the same form link, and update their responses without reopening anything

• Each save updates the existing data on the issue, instead of creating a new form each time

This gives you a more “live form” experience for ongoing updates, without relying on comments.

[Marc -Devoteam-]

Hi @Nikki Maenen 

No this is not an option, a form is open for a customer to fill, but when the customer submits a form it will ge the status submitted and locks.

Thuis is as intended, otherwise an agent can't trust what is currently in the from. An agents needs the information to carry out the work

If the information is not sufficient, an agent can open the from for edits again, so the customer can provide more information

[Nikki Maenen]

@Marc -Devoteam-  Is there no option to set something up with Jira automate?

[Marc -Devoteam-]

Hi @Nikki Maenen 

You could try to create a rule with the trigger Form Submitted and then the action Change Form status.

I think this will work, but there is still the risk I described in my previous comment.

[Nikki Maenen]

hi @Marc -Devoteam-   Is there a licensing issue if I don't have these options in Jira Automate?

[Marc -Devoteam-]

Hi @Nikki Maenen 

These options I described come with JSM subscription (even on a free subscription).

[Tomislav Tobijas]

Hi @Nikki Maenen ,

How are you adding the form the the request? Do you navigate to the agent view and then add the form through there (on an already existing request), or is this form automatically attached when a new request is created? 👀

From an agent's perspective, you'll probably have to make the form external once you add it to a request so customers can edit it, but preferences such as:

• Keep this form open for edits
• Lock this form once it's submitted so only admins can edit

could maybe help in achieving what you're looking for here.

Cheers,
Tobi

[Nikki Maenen]

hi @Tomislav Tobijas As a admin I went to the space settings, then to request types, after which I selected one request type, and added a form to it."

[Tomislav Tobijas]

@Nikki Maenen okay, thanks.

Seems like this is then the form that's attached to the request type and which displays when the customer is creating a new request. 

Can you maybe share a screenshot(s)* of the process/workflow? A few things are a bit unclear in this scenario:

• If form is actually displayed when customers are creating a request, when do you need to 'reopen it'?
• At any other part of the workflow (for example, when the ticket reaches a specific status), do you manually add (another) form to the request/ticket?

*just keep in mind that this is a public forum, so the recommendation would be to create some dummy examples

As for this part:

Is there a licensing issue if I don't have these options in Jira Automate?

If you're in a Jira Service Management project, you should be able to see these triggers and actions: