How to Link ProForma Form in a email?

Question

Hi everyone,

I am using Jira Service Management Data Center and need to send out a form to customers upon issue closing. I would like to set up an automation that sends a link to the form but I am not seeing a way to get a link to a ProForma form within JSM. Does anyone know a way that I can send the survey/form out to customers via email through an automation/how I can get a link to the ProForma form?

Note: I am using ProForma lite, not the paid edition.

Olha Yevdokymova_SaaSJet · Answer

Hi @Brady Buttrey 
If you are okay with add-ons you can use Smart Jira Forms. the external sharing features is super valuable when collecting responses from external users. The core of this will be leveraging Jira Automation and the external sharing capability of Smart Jira Forms.

Create Your Feedback Form: Design a form within Smart Jira Forms tailored to gather the specific customer feedback you need.

Generate External Link: In the form settings, navigate to the 'Setting' tab and click on 'Share form'. This will provide you with a unique URL that anyone can access to fill out the form.

Jira Automation Rule: Set up an automation rule in your Jira Service Management project:

Trigger: Issue transitioned to 'Closed' or another relevant status indicating closure.

Action: Send an email to the customer. In the email body, include the external form link you generated earlier. You can customize the email template to provide context and encourage feedback.

Also you can manually add form to issue, so the customer can submit it inside the issue or send form as embed element inside email or like a simle link.

Fabian Lim · Answer

Hi @Brady Buttrey

If you are sending a new jira form (proforma form) after the closing of the ticket, you can send an email that takes them back to the original ticket.  They will then have to edit the form to complete it.

Steps:

- After the transition is closed, have an automation to attach the Jira Form

- then send an email action with {{Issue.url}} somewhere in the message description

- the customer will go to the portal and edit the form

- You can then have an automation for submission and transition the status to fully close the ticket

New jira automation for forms: https://community.atlassian.com/t5/Jira-Service-Management-articles/4-New-Form-Automation-Components-for-Jira-Service-Management/ba-p/2018674

Regards,

Fabian