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Service Management Form Layout does not Match Design Order

ayoung

Created a Jira SM project, and set all the fields for the request type and created a form with reactive fields that appear based on other selections.

I am including screen shots below of the set up I have - The issue is the request form link itself in the portal is not even remotely in the right order, even though the other 2 form and request type structure are in the desired order.

Note how event type & promotion Start and end date are not at the top of the actual Portal form.

JSM Form Design:

JSM form design.jpg

JSM Request Type Design: JSM Request type layout.jpg

JSM Portal Form presented to customers:

JSM Portal Form.jpg

Anyone who can help me fix this so they see the form the way it was designed vs. this random order of fields?

Accepted answers

Mikael Sandberg

What you see is expected. All the fields in your request form will be displayed before the Form is displayed, so if you only want to display the Form in the portal you have to remove all the fields in the request form and hide the summary field. Something like this:

Screenshot 2023-09-07 at 10.05.15 AM.png

All comments

Mikael Sandberg

Screenshot 2023-09-07 at 10.05.15 AM.png

ayoung

Thanks @Mikael Sandberg - appreciate the help.

So once a form is submitted our internal team then needs to populate about 10 other fields for internal changes needed based on the request. (I added this at the issue type level)

How can we capture those so they exist in each ticket for the business to use after form submission, but not mess with the service request form layout for customers? Or is that not possible then?

Mikael Sandberg

You have two options, you can either add those fields to the issue view in the request type, or add them to a Form that is added when the issue is submitted. Fields that are only on the issue view will not be seen by the customers and if you add a form as internal it will also not be visible to the customers. If you do not need to search/report on these fields I would consider adding them in an internal form.

ayoung

Thanks @Mikael Sandberg I'll give this a whirl! Great suggestions. Much appreciated!

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