View forms in Help Center

[Antonia]

Is it possible for customers to see the attached forms in our Jira Service Management Help Center?

[Susan Waldrip · Accepted solution]

Hi Antonia, thanks for your question! You can open a work item in the agent screen, select the three dots menu (right side of the form) and select "Make form external".

If the form is attached via an automation, then in the action "Attach Form" set the Visibility to "External". 

[Antonia]

Hi Susan, thank you!

[Phillip C]

@Susan Waldrip  if im using a form on a request which has been filled out, is there a way to automatically have it externally viewable and allowed for editing? as the form needs to be changed if needed after its logged by the requestor.

[Susan Waldrip]

Hi @Phillip C , try this:

1. Change the default settings on that Form so that "Keep this form open for edits" is ON.

2. There is no Form setting to keep the Form open after the customer clicks Submit, so create an automation like the following where when a Form is submitted it remains open and  the Customer can still make changes in the Customer Portal.

3. Enable the automation (that is, turn the automation ON) and test it.

FYI, in my experience, when the Customer clicks Submit (instead of Save), the browser screen auto-refreshes and shows "SUBMITTED", and doesn't immediately allow edits. If they want to make changes immediately, they need to manually refresh the browser again which changes "SUBMITTED" to "OPEN FOR EDITS", but it's a pain and not intuitive to the Customer. However, If they close that browser tab and come back later, it should indicate "OPEN FOR EDITS" and allow them to make changes and Save/Submit again.

4. Additionally, there's no way currently to change the behavior or text of the pop-up that appears after a Customer clicks the Submit button, which says edits will be closed after submit. So you have a couple of options:

a. You can add text directly on the Form (probably immediately above the Save and Submit buttons) explaining that both Save and Submit buttons will allow immediate further edits but Submit requires them to refresh the browser tab if they want to make changes immediately. 

b. You can train this into your Customers and Agents so they know they can click either button, there's just a bit different behavior between the two.

c. You/others may know of another option!

5. If Customers don't need to make edits that often, another option in your design is to let the Form be closed when they Submit it and have them add a Comment on the request for the Agent to reopen it for edits. In that case, the Agent just has to click the ... (three dots menu) on the top right of the Form and then click Open for edits.

Let us know if that works!