Proforma Form not displaying on Issue screen

[Kevin A]

Hello - I'm running into an issue with JSM data center when I create an issue using a Proforma form, that form does not display on the Issue screen in the Forms field. I have tried to following fix however I am still not displaying the form. 

The Proforma form is not attached to Jira issues created from the Customer Portal | Jira and Jira Service Management | Atlassian Support

[Andy Rusnak]

Hi Kevin, 

I hope this post finds you well!  This is likely something that would be best handled by the Atlassian Support Team as it will likely require the analysis of log data.  

But if you wanted to take a look at the logs yourself I would suggest reviewing the 'atlassian-jira.log' file within your Data Center's <Jira Home>/log directory for any errors that took place at the time when you tried to attach the form.  In addition collecting a HAR file and reviewing if there are any network calls that fail or return 400 or 500 errors in relation to the form will be helpful.  

You are welcome to post images of the things you find here, if I can help just based on those I am happy to do so.  But it would likely be best to collect a Support Zip and matching HAR when replicating the issue and then send that along to the Data Center Support team for assistance.  

Best, 

Andy 

[Olha Yevdokymova_SaaSJet]

Helloo @Kevin A 

In JSM Data Center, ProForma forms are not automatically attached to the issue view unless all of the following conditions are met:

1. The form is explicitly linked to the Request Type

• In Project settings → Request types, the ProForma form must be added to the request type itself
• Just associating the form with the project is not enough

1. The “Forms” issue panel is enabled and visible

• Check Project settings → Screens
• Ensure the Forms panel is available on the view screen used by that issue typeThis often breaks after workflow/screen scheme changes

1. The issue was created after the form was linked

• ProForma does not retroactively attach forms to already-created issues
• Testing must be done with a newly created request from the portal

1. Customer Portal vs Agent view expectation

• On Data Center, ProForma forms are primarily portal-facing
• They may not appear as a full editable form in the agent issue view — sometimes only as submitted data, depending on configuration and ProForma version

1. Version-specific bugs

• There are multiple open Atlassian tickets where ProForma forms submitted via the portal do not render in the issue view on certain JSM DC versions
• The support article you linked references this, but unfortunately there isn’t a universal “fix” beyond upgrading or reconfiguring request types

If the requirement is:

• “Form must always be visible on the issue”

• “Agents must see the full form, not just submitted values”

• “Same behavior for portal-created and agent-created issues”

Some teams move the intake to Smart Forms for Jira (Data Center), developed by my team
In DC:

• Forms can be auto or manually attached to the issue(no matter of issue type)

• They always appear in the issue view

• Conditional logic works consistently

• Can be also shared externally