Service Management: request types and forms

Question

Hi All,

Service management project:

I was wondering is there a way I can edit a request type to get multiple forms in that request

Example: I have 1 request type called IT support

There is a drop-down listing the potential support options i.e. need a new phone set up / my computer is broke

Depending on what drop-down option would be picked the appropriate form for that would appear?

I would like this in the request view too as I know you could automate once the ticket has been submitted to add the form to the request but I very much doubt the customer would want to go back in to fill in the form.

I just don't like the idea of having multiple request types and the customers think there are too many as there is.

Thanks in advance.

Leah Bell · Answer

Hi Valerie,

Thank you, yes I have found that is the only option so far but then the form is so long!!

I would like to use existing forms i have created linked to the drop-down list does that make sense?

Valerie Knapp_dpp5c6 · Answer

Hi @Leah Bell , thanks for your post.

I think you could achieve something in forms if you use conditional sections.

https://support.atlassian.com/jira-service-management-cloud/docs/create-or-edit-a-form/

There isn't much practical explanation in the documentation so let's look at a template form

Here, for example, on the basis of how the question, 'Investigation activities' is answered, you can show or hide a section of the form to get people to answer different questions about different types of requests.

Does that help at all?

Best wishes