Service Desk Dynamic Forms

Question

Hello,

I have a lot of Service Desk Dynamic Forms and values. If someone submits a ticket from the actual service desk, it looks great. If someone submits an IT ticket from inside JIRA software, it looks horrible (just a bunch of fields listed). Is there a way to say that Project: IT cannot be created from inside JIRA? Instead, have it try and link out to the service desk.

If this isn't possible, what are some suggestions as to what to do?

Walter Buggenhout · Answer

Hi @Preston Warden,

As Hana mentions, you can allow your internal Jira users to create issues through the portal and encourage them to do so as much as possible (through procedures and agreements on how to do things). However, if they are in a combined role (both creating and tracking issues, potentially as agents) that becomes difficult - and maybe not user friendly.

Being on the server platform, if you have Scriptrunner on your instance, with the Behaviours module  you can create a similar dynamic screen experience on Jira's internal create issue screen.

The Atlassian Marketplace may offer some additional options to customize your internal Jira screens as well.

Hana Kučerová · Answer

Hi @Preston Warden ,

please look at JSDSERVER-1736, there are some suggestions in comments. Basically you can try to change the permission scheme of your project (your Jira users needs to be customers to be able to create issue).