New JSM Forms Users: how can I access the data in a form and add to email/comment

Jack Brickey

I am just beginning to play with the new Forms feature in JSM. If you have been using forms and have some input or ideas here, please do share.

Use Case:

I'm integrating with a partner (using a non-JSM solution) using simple email integration.

Under certain conditions when a customer opens an issue in my JSM project I want to present a form to them to capture various information. Once the issue is created I will have automation that will send an email to the partner's application which will create a ticket in their system. I need the body of this email to contain the contents of the Form. I realize that Automation doesn't currently support Forms so I am trying to find alternatives. For example, if I could get the Form contents into a comment then I could reference the comment within my automation to send the email. I also realize that I could associate the necessary Form fields with custom fields but then, to a large extent, that negates the primary purpose for using the Form, i.e. avoid creating a lot of unnecessary custom fields.

Just hoping that someone has some ideas here or just put me out of my misery and say no you can't get there from here. ;-)

Mark Segall

Hey @Jack Brickey - The way forms has been described to me is that unless you're linking the form field to a corresponding Jira field, it should be considered something that will not be processed or reported against.

So, for your use case, I would recommend having Jira fields in the backend linked to whatever you're capturing on the form.  Then in your email automation you could aggregate the various fields into the email body.

I know it sucks adding the additional custom fields, but that's still the best way.  I would look at the form as a means of providing more capability to the user experience (e.g. conditionally showing fields based upon what's been selected).