JIRA Service Desk forms, create a task and sub task from service desk ticket

[Jon Leonard]

How do I do this with JIRA automation without using the add-ons that cost $100-$200 a month?

I have some text fields I want to pull into a Task's description or pre-created table.

How can I do that with JIRA automation?

I am using JIRA Cloud.

I have created a form, portal, and linked it to a request form.

[Mark Segall · Accepted solution]

Hi @Jon Leonard and welcome to the community!

Am I correct in my understanding that you're trying to aggregate some data collected on enhanced forms into request description?  If so, this is unfortunately not possible.  Form fields are not captured as Jira fields (unless linked).  They're intended for capturing information that you don't plan to process or report against.  Meaning the data is there and really only important in the context of viewing the request.

Now, if your fields are all Jira fields, you can use automation to edit the description after the issue has been created with the data from those fields.

[Jon Leonard]

Hi @Mark Segall,

Its nice to be here!

Yeah essentially aggregate it into a table in the description.

In the help it says 

'You can use forms in the portal to get more structured information from customers when they raise a request, or use a form to create an issue.'

You're saying I cant automate the creation of a Task from the created issue?

I imagine the JIRA fields are the ones like component, Assignee etc.

By saying 'They're intended for capturing information that you don't plan to process.' Doesn't that make forms redundant? What's the point of capturing information if it isn't value add. I mean the description can provide the context.

I don't mean to come across as pointed, coming from a place of curiosity and probing the logic. Doesn't always come across in text. :D

Thanks for your fast response.

Jon

[Mark Segall]

You're saying I cant automate the creation of a Task from the created issue?

You can still automate things, but only if the form fields are tied to a backend Jira field.  This can be standard or custom Jira fields.

Doesn't that make forms redundant? What's the point of capturing information if it isn't value add. I mean the description can provide the context.

Enhanced Forms are still relatively new (I think they were released in February), so I anticipate continued maturity as time goes on.  However, I've found that currently, their strength is in a few specific use cases:

1. Consolidating request types - For example, let's say I have two request types that are quite similar, but I need to collect some additional fields for one type of request than the other.  With enhanced forms, I can add a choice and show/hide fields based upon what the customer selects.
2. Guided customer experience - As you mentioned, you can technically capture everything in the description.  However, many service desks find themselves going through excessive back-and-forth with their customers because they need specific information that would otherwise result in a bunch of back-and-forth with the customer over comments to finally get the answer.  Even when they do get all of the information, it's literally buried in the comments.  They don't need to report on it so adding custom fields is overkill. Enhanced forms gives them the opportunity to create a bunch of fields to help guide the customer to the answers.
3. Requesting additional information after request creation - This is probably the biggest for me... There are times where agents may not be in position to ask for additional data until the process hits a specific status.  Enhanced forms enables the agent to attach a form at that stage of the process for the customer to complete.

I agree that it would be nice to add a few more features (I'm personally chomping at the bit for being able to automate attaching a form, unlocking, and making it external facing), but for now, enhanced forms are intended to be complimentary to the portal form vs a replacement.

[Jon Leonard]

Cool, understood. 

Thanks for taking the time Mark.

Jon