JSM Cloud forms/portal

[Saicharan]

Hello community,

I wanted to reach out to get some insights and possibly find a solution for a scenario we've encountered.

Use Case 1:
When a user submits a JSM request via the portal, they typically need to switch to the agent view to work on the issue. In this case, the user (who is also the issue resolver/agent) needs to access the agent view after submission.

However, for non-Jira users or first-time users submitting a request through the portal, they often don't know how to navigate to the agent view from the submission page, leaving them stuck.

To resolve this, we were requested to work an enhancement: adding a clickable URL with help text within the submitted form or at the top of the portal page, guiding users to the agent view.

Is there a way to keep the form in its submitted state while providing a clickable URL with help text?

Currently, Jira provides a hyperlink at the top of the portal page with a breadcrumb sequence (e.g., Instance Name / JSM Portal Name / IssueKey). As a Jira admin, I suggested training users to use this, but for non-Jira or non-IT users, the navigation is not intuitive, and the current UI/UX design does not meet their needs. So, we're looking for a better way to handle navigation for this user group.

Any suggestions or solutions would be greatly appreciated!

[Vijay Dadi]

Hello @Saicharan ,

After the user has submitted the request, on the top you will see the issue number. If you click on that, it will take you to the agent screen.

Vijay