JSM Assist Teams App and utilising forms within request types.

[Reece Meyer]

Hi all,

I would like to have our Assist Teams App setup to have the ability to create all our current request types. After getting it setup, I have no found that forms don't display and only certain custom fields do. We use forms in nearly all request types as they allow for nicer formatting and extra features including conditional fields, so it is odd that this app doesn't support forms.

1. Is there any way to get the fields in these forms to appear in the app? Maybe I am just missing something.
2. If it is not possible, is this feature planned at any stage? I saw in this ticket a comment mentioned that due to new API releases that this could help with this (https://community.atlassian.com/t5/Jira-Service-Management/JSM-Teams-integration-and-forms/qaq-p/2660044)
3. Lastly, if it isn't possible to use the forms in the app, then I assume the only solution is to recreate all the request types with no forms. Is there a better way than this? It would be a lot of work and overall, the request types will look worse in the portal as well.

I feel like this assist app has the potential to be really good but is lacking this feature. Alternatively, the Jira Cloud App would be good if you could select the request type as well and not only the issue type and then display the fields.

Best Regards,
Reece

[Himanshu Tiwary]

Hi @Reece Meyer ,

You’re not missing anything here this is a current limitation of the Assist / JSM app for Microsoft Teams, rather than something you’ve configured incorrectly.

At the moment, JSM Forms aren’t fully supported in Teams via Assist, which is why you’re only seeing some custom fields and not the actual form experience. That also means features like better layout, conditional fields, and richer formatting from Forms don’t carry across into the app.

So unfortunately, there isn’t currently a way to make the fields from those Forms appear in Teams in the same way they do in the portal.

There is an Atlassian feature request open for this, so it is definitely something that has been raised before. The newer Forms APIs suggest that this may become easier for Atlassian to support in future, but as far as I can tell there’s no public confirmation or timeline yet for when this would be added to Assist.

For now, the main workaround is to use regular request fields / Jira fields instead of Forms for any request types you want people to create directly from Teams. I agree that recreating everything this way would be a lot of work, and in many cases the result is not as clean or user-friendly as the portal version.

Because of that, the best approach is usually a hybrid one:

keep the more complex request types in the JSM portal, where Forms work properly

only expose the simpler request types in Teams

and, where possible, link important form questions to Jira fields so at least the key information is still captured consistently

If this helped, I’d really appreciate a Kudos.