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Jira Service Management - This request type includes a form that can’t be seen in this view

Han LE

Hello community,

I created a request type, attached a form to this request.

When create an issue with this request type, I have a message saying that "This request type includes a form that can’t be seen in this view. Create an issue using all fields on this request type and its form in the portal."

When click on the portal, it works well.

Request types_1.jpg

Thinking that is a display problem in the form attached, I replace the real form with a blanco form -> same message.

Thank you in advance.

Accepted answers

Kris Dewachter

Hi @Han LE ,

Welcome to the Community.

There is no error in the form. This is default behaviour.

Forms in Request Types are not displayed like in the portal. In the backoffice, you will only see the fields that are defined in the request type, outside the form. That's why you see this warning message.

Therefore it's always advised to create JSM tickets via the portal.

You can still create the ticket in the backoffice, but you can only enter the form AFTER creating the ticket. In the ticket detail view, click on the "Add Form" button to add it.

Screenshot 2024-08-08 at 16.21.02.png

Best regards,

Kris

All comments

Kris Dewachter

Hi @Han LE ,

Welcome to the Community.

There is no error in the form. This is default behaviour.

Therefore it's always advised to create JSM tickets via the portal.

You can still create the ticket in the backoffice, but you can only enter the form AFTER creating the ticket. In the ticket detail view, click on the "Add Form" button to add it.

Screenshot 2024-08-08 at 16.21.02.png

Best regards,

Kris

Han LE

Hello Kris,

Thank you for the information. I didn't know it's a normal behavior.

I just want to attach directly the form in the ticket so users don't have to.

We will then use only the portal for this request type.

Regards,

Han

Travis Cochran

Honestly, this is pretty poor UX. My agents don't want to have to switch back and forth between the portal and the "backoffice" just to submit tickets on behalf of the users. Maybe we can get someone from Atlassian to report on whether they are working to change this behavior.

Dave Rosenlund (Trundl)

Happy New Year, @Travis Cochran. Welcome to the Atlassian Community.

I'd like to point out that you shared your feedback to Atlassian as an "answer" to @Han LE question. Since it's not really an answer to his question, that's probably not the right approach.

First, the community is largely comprised of Atlassian customers/users, like you. While someone from Atlassian may see your feedback, it's not guaranteed.

The best way to make such suggestions is via "Suggestions and bug reports" — for the appropriate Atlassian product (in this case Jira Service Management) — in the Atlassian support portal.

Screenshot 2025-01-02 at 2.41.46 PM.png

I did a quick search but did not find any related suggestions. You may want to create one.

Meanwhile, I'll share a link to your post with some of my Atlassian contacts.

Best,

-dave

Bernd Gurn

We stumbled over the same situation and it´s annoying for our agents to go the way by the portal (what they usually do if they are new and didn´t know the way by creating first the ticket and then add the form).

Here our suggestion ticket: https://jira.atlassian.com/browse/JIRAAUTOSERVER-1216

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