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Can I create a JSM transition form based on the existing generic screen?

Phil Bustin_7fmhjs

I would like to create a form for a JSM project/issue type that already contains the fields that are in the generic screen some users are used to (so far, only some users are using JSM). I would then add a few custom fields, and add form actions based on the values in those fields. For instance, if the user selects a certain value in Application, I'd display a checkbox the user could check, and/or a single selection field for which the user could select an option. An automation (or form action?) would then do a clone into a one of several Jira Software workflows (or not), depending on field values.

I haven't tried any of this yet; I thought I'd check first to see whether, if I create a custom form, it can be already populated with the fields from the existing generic screen. I will of course add fields from scratch if I need to; I'd just like to know what I'm heading into first, if possible.

Also, would JSM automation allow for the form actions I've described above (hide a field, show a field based on another field's value) without adding a custom form? I know I can clone an issue with a JSM automation, so I don't need a custom form for that.

Accepted answers

Kris Dewachter

Hi @Phil Bustin ,

I presume you are talking about adding a form to a new or existing 'Request Type' in a JSM project ?

In the form, you can add all kind of fields. The fields can, or can not, be linked to Jira custom fields (they probably already exist in your current request type form). So yes, you can re-use the existing fields in the new form.

In the form, you are able to control the behaviour of sections, based on the selection of other fields (ex. display or hide a field, based on the selection in another field). You don't need automation for that.

Jira automation can NOT be used to control the form (show or hide fields based on the input), because the automation only runs on an new or existing Jira ticket. So AFTER the form is submitted.

Best regards,

Kris

Rebekka Heilmann (viadee)

Hi @Phil Bustin

just to be clear on some concepts in JSM:

JSM works with Issues and Workflows the same as Jira Software does. So Issues are shown on Screens that show fields, have a Workflow and so forth.

Requests are what users open trough the different channels. Requests are mapped to an Issue Type, so once a Request is opened, the respective issue is opened in the background. Customers see requests, Service Desk Agents see the issue. Requests can have more or less fields than the issue, but usually less. Requests are "forms" of some sort, but only contain issue fields and some explanation around it.

The "Forms" feature enables you to add more of a free form to your requests. You can have all sorts of inputs that don't need to be mapped to an issue field and there you can do some automation (show sections only if...)

You can add one form to multiple Request types and reuse that. However, it is restricted in some cases, translations won't work for instance.

All comments

Kris Dewachter

Hi @Phil Bustin ,

I presume you are talking about adding a form to a new or existing 'Request Type' in a JSM project ?

Jira automation can NOT be used to control the form (show or hide fields based on the input), because the automation only runs on an new or existing Jira ticket. So AFTER the form is submitted.

Best regards,

Kris

Rebekka Heilmann (viadee)

Hi @Phil Bustin

just to be clear on some concepts in JSM:

JSM works with Issues and Workflows the same as Jira Software does. So Issues are shown on Screens that show fields, have a Workflow and so forth.

You can add one form to multiple Request types and reuse that. However, it is restricted in some cases, translations won't work for instance.

Phil Bustin_7fmhjs

When I link my new field to the existing field, there is a drop-down with only one choice: Do not link. What is that about, please?

Kris Dewachter

What kind of Jira custom field did you create ? And what kind of field did you create in the form ?

When you create a field in the form (ex. a "Short Text" field), and you click the "Linked Jira Field" dropdown, you should have a selection of existing Jira fields you can link.

Screenshot 2024-01-04 at 21.38.03.png

Phil Bustin_7fmhjs

I succeeded in creating a drop-down field and linking it to an existing field. Then, when I tried to add Project, because that single selection field is present in the existing generic screen, the form would not let me select the actual Project field. The only field it displayed for linking was a custom field "Triage to Project". If I can't have the Project field drop-down in the form, I can't use it.

Phil Bustin_7fmhjs

Thanks (everyone) for your contributions! An admin at work showed me that JSM already (already in our case, at least) had a form for a Request Type, so I'm just going to build on that.

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