Is it possible to show and hide forms via automations?

Question

Hi Everyone,

I am currently looking for a way to show and hide forms in JSM. The workflow looks at the inputs of an earlier form on submission, does some look ups on relevant assets then adds another relevant form based on that look up result.

Is it possible to "hide" (make visible to "internal team" only) the first input form via automation and get the new form into an"edit" mode in the customer portal (like when fill on a form when you raise a new request).

Currently, the user having to go up, manually open "form 2" and click the blue "edit" button does not feel the most intuitive from a user experience perspective.

// Edit 03.19

Added more detail due to replies below to help specify the problem.

* User Submits a "Part 1" form, it is attached to new requests of this type.
(Implemented OK)
* Based on this "automations" lookup a value in the assets database.
(Implemented OK)
* Based on this value the ticket is "resolved" or another "part 2" form with additional information is attached
(Implemented OK)
* PROBLEM STARTS - Change visibility of the "part 1" form "external" to "internal"

Why?

I want to simplify the user interface, currently when you make a new request based on form input It leaves the form you just submitted in a state where it is visible. You have to manually click the newly generated "part 2" form title, and then click the blue "edit" button again. This is really not intuitive for users who are not familiar with JSM (and given this is the customer portal side, most of our users are not).

Chris · Answer

Same for me: how do I change the state of a form from within an automation?

I can log the state value with:

It seems as if I connot change this value with an automation...

Ross D Webster-Salter · Answer

Hi Pankaj,

Thanks again for the quick reply. I'm struggling a bit from the 7th step, would you be able to provide some screens of how to implement 7 to 9 (I see my fields, but cannot see how this relates to the visibility of my form). Specifically, how to make an already completed form internal.

Best,

Ross

Pankaj Jangid · Answer

Thank you for providing more details. Based on your clarification, I understand that you want to change the visibility of the "Part 1" form from "external" to "internal" after the "Part 2" form is attached to the request.

To achieve this, you can create an automation rule that triggers when the "Part 2" form is attached to the request. The rule would then update the request to change the visibility of the "Part 1" form from "external" to "internal".

Here are the steps to configure this automation rule:

* Go to your JSM project and click on "Project settings" in the bottom left corner.
* Click on "Automation" under the "Automation" section.
* Click on "Create rule" and give the rule a name.
* Under the "When" section, select "Issue updated".
* Under the "If" section, click on "Add condition" and select "Form field value".
* Select the "Part 2" form and the relevant field that determines whether the form should be shown or hidden.
* Under the "Then" section, click on "Add action" and select "Edit issue".
* Under the "Fields" section, select the "Part 1" form and change its visibility to "Internal".
* Save the automation rule.

Regarding the "edit" mode in the customer portal, you can provide a direct link to the "Part 2" form in the request confirmation message or in an email notification sent to the user after the "Part 1" form is submitted. The link should include the request and form IDs and take the user directly to the "Part 2" form in edit mode.