Hierarchical Request Types

Question

We are building our our client-facing service portal where customers will be able to submit tickets directly to our support team. I am creating request types and groups to help streamline the external submitting and also internal triaging.

Is it possible to have a hierarchy within request types that would open new fields based on other fields? Or open a new form based on submitted fields?

Example: If the "code troubleshooting" field has two dropdown options of "resettable" and "reusable," the client would click "resettable" which would allow two new custom fields to be populated vs two different fields if "reusable" was selected?

If this isn't possible within fields, is there any function like this for helping build out our request types in enough detail?

Taryn Lachter_ynlxl2 · Answer

Thanks Kate, that was super helpful! Do you happen to know why I can't access my forms on their attached request types within the Create button inside the project from the employee perspective? It's only allowing the forms to be accessible from the ServiceDesk Portal.

Kate Pawlak _Appsvio_ · Answer

Hi @Taryn Lachter

You can achieve it using native feature called Forms. Here you can find detailed documentation about it: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-forms/ .