How to customize request forms in Jira Service Management portal?

[Suraj Pawar]

Hi Community,

I am using Jira Service Management and want to customize request forms in the portal.

My questions are:

Can we customize request forms without add-ons?

Which fields are best to use for customer requests?

Are there any add-ons that make form customization easier?

Please explain in simple words.
Thank you 😊

[Trudy Claspill · Accepted solution]

Hello @Suraj Pawar 

Welcome to the Atlassian community.

I see that you have asked several questions in a short period of time and have mentioned that you are new to the Jira products.

I encourage you to visit the Learning center by clicking on the Learning link at the top of the Community pages. There you can find many free, on-demand training courses for all levels of experience, from beginner to advanced, and cover general essentials plus deep dives into specific topics.

[Suraj Pawar]

@Trudy Claspill Thanks 

[Sharad Dadarao Chate · Accepted solution]

@Suraj Pawar 

Yes, you can customize request forms in Jira Service Management using built-in fields and request types.
For advanced form customization, add-ons like Refined or Extension for JSM are helpful.

[Kate Pawlak _Appsvio_]

@Suraj Pawar what exactly do you want to customize? Natively, you can define list of fields on the request form, make them required, use prefilled values, change the order of fields. When you create new service project, you can use templates which can help you with start. Thanks to this, you will have some preconfigured request forms for the most common topics. Also, you can create your own request forms from scratch or use AI to generate them easier.

Another option is using Forms to create dynamic forms - it will be different set of fields, depending on selection in the previous section. It's very helpful if you have long, complicated forms.

Nevertheless, if you use native configuration, it's limited to request forms. If your customer creates the ticket, you're not able to customize request details view. In this case, I can recommend you our Feature Bundle. With this app, you can define what fields can be edited by your customer after creating the request, present ticket journey, display values from fields which are not added to the request form or specific like SLA, Linked issues or Child issues. 

In case of customizing portal, you can also explore Refined to make visual changes and create the customer portal consistent with your brand.