Creating a Customer support portal

[Ryan Chown]

I am attempting to create a Customer support portal that allows people to fill in / select issues and submit details. 

Based on the forms submitted, I would like to 

Assign tasks to a user group in a round robin
Trigger specific email replies based on submitted content from the customer
Set the priority of tasks 
Allow customer/submitter replies to reopen the issue 
Trigger emails to an overseer when an issue is unresolved for more than 48h

generally looking for advice, as i got what i feel was 50% there then hit this fundamental issue (https://community.atlassian.com/forums/Jira-questions/Run-automation-based-on-selected-dropdown-field-from-custom/qaq-p/3145106?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*)

I feel like this is the most basic way to set up, and yet i cant replicate what fresh desk did in 20 min 

[Olha Yevdokymova_SaaSJet]

Hi @Ryan Chown 

You’re very close — the main blocker you hit is a known JSM limitation:

Automation can’t read values from JSM Form fields unless those fields are mapped to real Jira fields.

A JSM Form “question” isn’t the same as an issue field.
So automations, assignments, priority rules, etc. will only work after you map those form fields to actual Jira custom/system fields.

For every field you want automation to use:

1. Add the field to the portal form

2. Add that same field to the issue Create and Edit screens

3. Map the form question → Jira field (inside the form builder)

Once that’s done, automation works exactly the way you’d expect.

After mapping, you can do all of this natively:

• Round-robin assignment: Automation → Assign issue → Balanced workload

• Email based on answers: If/Else on the mapped dropdown → Send email

• Auto-set priority: If Request type = X → Set priority

• Reopen when customer replies: JSM does this automatically

• Escalate if unresolved for 48h: SLA + “SLA breached” automation

This is the standard way to build a basic support portal in JSM.

Optional: If you want a simpler form experience

If you’d prefer not to expose internal fields to customers or fight with screen schemes, you can use Smart Forms for Jira (our app) instead of JSM Forms:

Smart Forms solves the issue you hit:

• It supports hidden internal fields

• Automation can use those hidden fields

• Conditional logic behaves like Freshdesk

• Form fields do not need to appear on Create/Edit screens

• All responses can be mapped directly into Jira fields

• Or stored in the Description for automation to parse

This avoids the exact limitation you quoted:

“One cannot pull info directly from the form field…”

Smart Forms field mapping and hidden fields get around that, so automation works without cluttering your portal or issue screens.

[Nikola Perisic]

Hello @Ryan Chown 

First thing you mentioned, Jira can't detect which user from the group will be assigned to a ticket. 

[Ryan Chown]

Thank you.

Re "First thing you mentioned" - User group in a round robin - to explain

It assigns the ticket to each user in sequence within the group, eg 

Ticket created <> Assign to user A 
Ticket created <> Assing to user B
Ticket created <> Assign user to C 
Ticket created <> Assign to user A 
<REPEAT>

This is what I meant (and I understand it is possible (in fact, I believe I set it)

Sorry if i was not clear in my post