dynamic form by service request type

Noa Masel

Hello

for help desk team, I'm looking for any away to make dynamic form depended on the type request?

for example:

1. a client will open issue on my project, 

2. he will select from a list of product that we support (can be as "service request type")

3. depend of which SRT he will choose - a form with all the required details for the selected SRT will open.

 

This is an example where for sure all the fields required to deal with the problem have been sent to the treatment team.

There is any way to prove this on jira-service-management?

 

Thank you!!

Noa

Alex van Vucht (GLiNTECH)

There are many ways to design forms

1. If you list the products on a form, eg in the "Help/Description" for the request, then that form will return when the users type in that field.
2. Valid configurations can be expressed as Insight Objects, and can be made available to choose from in an Insight field. Users can again refine the configuration search by typing it in, if you add the relevant attributes to the "Search" settings for that custom field.
3. You can set a generic template as the default for a text (multiple-line) custom field via the field configuration, and ask users to fill that in.

In my experience, users are happier with less options, not more. Users would like to know what options are available, which is best explained through a KB article. That should satisfy 90% of use cases. If they genuinely need to have more options, that's beyond the scope and needs to be addressed.

ProForma was recently purchased by Atlassian and has dynamic forms, but it's more like sub-forms for a request. Dynamic forms are a headache to manage and confusing for users to navigate, so I really don't want to see them generally available like they are in other systems.