Sending PDF of Jira Service Management Form to External Users Without Registration

[Damiano Di Battista]

Hi community,

In my organization, I have a Jira Service Management project dedicated to internal activities. Only internal agents can access this project and work on tickets. Each ticket automatically includes a form that must be filled in before the ticket can be closed.This form is necessary because some fields must be filled depending on the values of other fields, so replacing it with standard custom fields is not an acceptable solution.

Once the ticket is closed, I want to send the PDF of the submitted form via email to a person who is neither an agent nor registered as a customer in Jira. I want to avoid requiring the external user to create a Jira account.

I have tried creating an automation to send the form via email, following a guide I found in the community. However, the user only receives a link and cannot download the PDF without being registered in the portal. I also explored some additional apps, but due to budget constraints, I have not found a suitable solution.

I am opening this request to see if anyone can suggest a workaround or solution to send the PDF directly to an external user via email without requiring authentication.

Any advice or ideas would be greatly appreciated.

Thank you in advance!

[Damiano Di Battista · Accepted solution]

Hi community,
I wanted to share a workaround I found for my situation, which might be useful for others facing a similar need.

My solution:

I kept using the JSM form for the field dependencies.

For each field in the form, I created a corresponding custom field in Jira and linked the form field to it. When the form is submitted, the custom fields are automatically populated with the values.

In my automation for sending the email, I use the custom fields to populate the email content or generate a PDF. This way, the external user receives all the data directly in the email, without needing to log in to Jira.

This approach solved my issue while keeping the logic of dependent fields intact, without using paid apps or requiring the external user to register.

I hope sharing this can help others who might face a similar situation.

[Evgenii]

Hi, @Damiano Di Battista 

This is achievable using JSM's built-in automation + the form PDF feature. Here's how:

Step 1: Enable PDF generation for your form:

• Go to Project Settings → Forms → select your form → Settings tab.
• Under Preferences, enable "Save a PDF version of this form each time it's resubmitted."

Step 2: Create an automation rule:

• Trigger: When issue transitions to "Done" (or your closing status).
• Action 1: Attach forms (check "Allow the same form to be attached more than once").
• Action 2: Send email - set the To field to any email address (use a custom field to store the external recipient's email, or hardcode it).

Step 3: Include the PDF link in the email body:

Add this in the email Content:

<ul>
{{#issue.attachment}}
{{#if(equals(mimeType, "application/pdf"))}}
<li><a href="{{content}}">{{filename}}</a></li>
{{/}}
{{/issue.attachment}}
</ul>

This generates a download link for all PDF attachments on the issue. The recipient clicks the link to download. The link is a direct download URL. The external user does not need to log in or be registered as a customer.

You can find more details here:
https://support.atlassian.com/jira/kb/how-to-send-jsm-form-pdfs-as-an-email-attachment-to-specific-users-using-automation/
https://support.atlassian.com/jira/kb/send-jsm-forms-information-with-automation/

[Damiano Di Battista]

Hi @Evgenii ,
thank you for your detailed steps. I tried the procedure, but it seems that it still requires the recipient to be registered as a customer in the portal. Unfortunately, my goal is to send the PDF to an external user without any registration.

[Evgenii]

Hi, @Damiano Di Battista 

But in Automation rule you can use email address of recipient, and he mustn't be portal customer. 

It's like sending of ordinary email. And in email he'll receive direct links to files.

[Aron Gombas _Midori_]

You can do this with the Better PDF Automation app.

It relies on the Better PDF Exporter app to generate the PDF file. The exporter app supports exporting JSM forms to PDF:

... while the automation app supports sending the PDF document  to any email address.

You can even develop a PDF template to put exactly that info the document that you want. (I guess you wanted to put the work item key as a reference, for example.)

(These apps are developed and supported by our team.)

[Damiano Di Battista]

Hi @Aron Gombas _Midori_ ,
thank you for your suggestion. Unfortunately, I do not have the budget to purchase paid apps, and Better PDF Exporter is a paid solution.

I really appreciate your help and any alternative ideas or workarounds that could achieve the same result without additional cost would be highly welcome.

Thanks again!