Add a form to Incident in Customer Portal after creation

Cláudia Carvalho_e3hy9a

Current : I have an option in the Customer Portal for users to request tickets to be expedited/escalated. When the button is pushed, a free text box shows up for them to fill any information that they want. 

 

The problem: After tickets are requested to be expedited, they are triaged by the service desk. As there is no standard on what information is required to do a good triage, the service desk struggles to do a good assessment.

 

The goal: After clicking on "Expedite" Button, the requester will be required to answer a couple of questions providing information essential for SD to triage. Is there an option for a form to pop up with the questions?  I was advised there isn´t. As a last resort, maybe uploading a template ? 

Mikael Sandberg

Hi @Cláudia Carvalho,

Welcome to Atlassian Community!

The response that you got that this is not possible is incorrect. This can be done by using Forms and automation. The way it would work is that when the customer click on Request Expedite is that an automation attaches a Form to the request and then adds a comment that asks the customer to fill out the form before the request is expedited. That way you can "force" the customer to fill out the information you need in order to take the right actions. 

I use a similar workflow for renewal of vendors. The reporter of the review can either manually initiate the annual review or there is an automation that reminds the user 3 months before the current approval expires. The reporter then click on Review and that triggers an automation that attaches a Form to the request. Once that Form is submitted a new request is created that kicks off the review again.