Using forms

[Dominik Černý]

Dear Community,

I have a very specific question. I work at a small research institute, and we want to introduce a ticketing system for handling day-to-day operational requests. Before purchasing a license, we’d like to try it out using the free version of Jira Service Management.

The idea is that our employees would access a form via a link, select a subcategory (e.g., purchases, IT, etc.), and the request would then be forwarded to a specific group of employees based on the selected subcategory.

The issue I keep encountering is that filling out forms (e.g., Google Forms) always requires the employee to register somewhere. Is there any way to bypass this registration requirement?

Thank you.

[John Funk]

Hi Dominik - Welcome to the Atlassian Community!

If the user submitting the form needs to be updated about the request (for example comments from the Agent working on it, notified when it is complete, etc.) then the user will need to register. 

Why is that problem for you that they need to register? 

If you absolutely need to submit forms anonymously, you can follow this to create a widget and embed it in a form. 

https://support.atlassian.com/jira-service-management-cloud/docs/embed-a-widget-onto-a-web-page/

[Dominik Černý]

Hi John,

Thank you for for providing this helpful information! We’ll definitely try the widget solution you suggested.

The requirement for anonymous form submissions comes directly from our management. The main goal is to ensure that our employees don’t feel pressured to register for a platform they might not want to join.

We really appreciate your support and guidance on this matter!

Best regards,
Dominik

[Marc - Devoteam]

Hi @Dominik Černý 

Try the login free option in a JSM project.

introducing-the-login-free-portal-for-jira-service-desk-cloud 

[John Funk]

They will still be asked to register: 

" The rest of the process works like email support: they get a confirmation email from your service desk, can correspond with agents over email, and get updates on the request status. They can still finish creating an account in the portal to track the request, but it's not necessary."

[Marc - Devoteam]

Hi @John Funk 

No they can raise an issue, they have no need to register themselves up-front, only if they will want to see their issue via the portal.

"They can still finish creating an account in the portal to track the request, but it's not necessary."

Disable the Customer Invited email to not bother the customer on the register topic.

[John Funk]

Yes, but if you turn off the emails, no user will get an email for the entire project, not just this Request Type. 

[Marc - Devoteam]

Hi @John Funk

No just the notification based on "Customer Invited", the rest can be left active.

And to prevent redirection to the portal adjust the ootb template to remove the links to view the issue.

Or disable all and setup automation to sent mail based on specific requirements.

[John Funk]

But again, this would apply to the entire project, not just certain Request Types - true? 

[Marc - Devoteam]

Yes, any default notification you disable is for the full project and not a single request.

Then you will need to use automation rules.